Not willing to honor an insurance claim

I ordered a new iPhone 13 with my upgrade. I received the device on the 5th of September, we took the phone on the Monday the 9th of September to purchase a cover, protective screen as we didnt want to use the phone without it. The device was ****** out of husbands hands on the 9th of September. We immediately went to the police station to make a case and I blacklisted the phone with Vodacom. As part of my upgrade we received 2 months insurance. However Vodacom does not want to honor the insurance claim as we never used the device. How is that a legitimate reason, I now have to pay for a device for the next 36 months that I dont have and arent able to use. This is an unacceptable reason for not honoring the claim. I am very disappointed.