Rejected insurance claim

I Lost my phone on the 26 of October and i went to Police station to report and wrote an affidavit there mentioning that my phone was off because its normally used by my daughter and its exam time i switched the phone off because of that reason and unfortunately lost it.

Vodacom lady rejected my claim because the phone was not in use at the time of theft. meaning if you u insured you device with Vodacom the phone must always be on otherwise your claim won't be processed.

the worse part of it is the person whom i was dealing with she was too arrogant and ready to decline my claim.