Insurance Claim Rejection Unfair

I have had insurance for more than 10 years with Vodacom. Every new device I obtain with an upgrade I carry the insurance over. I have a Samsung S10plus which screen got cracked. The phone number is linked to my banking app, my work two factor authentication and my medical aid amongst others. I could not use the device and removed the sim card from the phone as I could not even unlock the phone. Finrite Insurance on behalf of Vodacom Insurance has now rejected the claim based on usage. They indicated I should have called them when I removed the sim from the phone which I was unaware of. They say I should take this up with the store that activated the insurance. I am extremely upset with Vodacom especially being a loyal cusotmer of Vodacom for more than 20 years. Vodacom has no compassion not taking into account the trying times we are living in during the pandemic and being accomodating. Yet I have diligently paid my premiums and never been in arrears with the payment of my cellphone bill. I hope that Vodacom can find some compassion and assist in approving my claim for the repair of my cellphone cracked screen!!!!