Claiming lost phone

I totally do not understand why my claim to claim a lost phone would be declined when I pay for the insurance monthly without fail and for the pass 3 or 4 months have not removed the SIM card out of the phone. I haven’t used the phone for about 2 to 3 weeks because I forgot it at my grandma’s house and only got the phone back on Monday the 7 March 2022. I honestly regret getting a contract via vodacom every time I have a claim with them I have to fight, previously it was when I needed my screen replaced I was told it wouldn’t be and there was an issue with the excess fee I needed to pay.