Insurance complain

I lost an iPhone 7 which was on contract and insured with Finrite Administration (pty) Ltd. FSP NO: 46042 , so when I went to claim a new phone from Finrite Administration (pty) ltd. FSP NO: 46042 through a vodacom store since it was insured with them, they telling me the claim was unsuccessful because I took out the sim card out of my iPhone when I lost the phone and they can only replace it if the sim card was in the phone when I lost it, but i was not told the sim card must always be in the phone thats insured when I signed up for the insurance. I have been paying for the insurance the past 2 years never skipped a month at all and now my phone is lost then they decline my new phone claim as covered, please assist me kgothatso *** ***