Being ****** in broad daylight for a service I pay for

Vodacom together with Finrite declined my claim on the basis of usage. Now, what I don't understand is how do I lose my phone containing my contractual SIM card, and when I go claim for a new device, which I pay for monthly by the way, im informed that my claim is rejected because of usage

How on earth is it possible that I could part with R1430 monthly, for an iPhone 13 Pro Max, and not use it for over 2 months... How does this make sense?

I've never exchanged SIM cards as I was informed that this would limit my chances of ever claiming successfully.... So why would I now do that literally so soon after taking up the contract.

Please explain