insurance claim needs to be reviewed.

I have been trying to claim for a lost cellphone for almost a month only to be told it was rejected due to usage the sim was not in the phone, I keep on explaining that phone was off not that the sim card was not inside the phone I claimed within the time frame but still no review. I keep on sending emails and phoning no one cares to phone me back and update on my claim, the claim is valid, why do we pay so much for insurance to be told that the system shows what they want to see and not listen to there clients. i was not even given a reference number to make a follow it was rejected