Terrible service

Good day.

I write with the broken heart yet again regarding my insurance claim. The insured Samsung Tab A galaxy that my son was using for school work broke around 25-27 March according to my Son. The screen went blank n the only time I was able to get it back it was during school holidays when he came back hence I took long to bring it for repairs. N the Sim card had to be used on a different phone cause it's a data Sim. So now my claim is rejected due to usage. I stay far from repair centers n my son is young to take it himself n his in boarding school.

Please advise what was I supposed to do in this case n I did call after he told me to ask if can he use the Sim in a different phone as the insured device is broken the agent confirm yes n I ask if it won't be a problem she said no.

All I'm asking is help me fix the device cause I am paying and I'm fully aware of the clause hence I called.