Claim denied due to sim swapping

I'm writing this review with a heavy heart I can't be promised sunshine and roses and to meet my worst nightmare. I first enquired with the help desk on what Ineed to submit when I submit my phone for repairs. When I insured the phone I was never told anything about sim swapping but now when I log a claim I'm told that I can't be assisted because I changed sim cards which I explained even during the time I bought the phone that I didn't need a new line since I already had an existing contract. What I don't understand is that how does a sim card and a damaged screen mix with the repairs of the screen and maybe if that was explained to me at first I couldn't have signed up for the insurance offer.