Insurance claim decline

My aunt took a contract phone for me in 2020 March and i have been using the phone but unfortunately i lost the phone and the person who stole the phone took the sim card out and throw it away, but late i manage to get the phone back but the was no sim card so my aunt had to go to Vodacom to do the sim card but they told us they can not do a sim card without an ID Book and my aunt at that time has lost her bag in a taxi so we could not do the sim card. Now by the time we had done the sim card the phone is not working at all. We took it to Vodacom and the claim was decline due to the fact that i was not using the sim card on the phone, i tried explaining to them what has happened my aunt did not have an ID for a long time because of the Pandemic and Home Affairs was not working for a long time. A consultant advised me to put the new sim card on the phone for 54 days and i did exactly that even though the phone screen is not working but now they have decline the claim why? And am telling them my problem and the consultant went as far as telling me i should take the decision to cancel my contract because the is nothing they could do and remember we have been paying for this Insurance for full 2 years and the phone too that is not fair at all, what should i do now as i need the phone urgently