Unpaid insurance claim deu to phone not used for a period of time

My wife's sister used one of my contact phones and it stopped working January 2024 I live in Port Elizabeth and she was in Cape Town so went to Vodacom and was not able to have the phone looked at as it is on my name so I said she must take out the Sim card and use it on her own phone and I will get the phone when we meet up again and send it in for repairs as I have comprehensive insurance on the phone. They relocated back to Port Elizabeth and I received the phone but in the meantime lost the phone before taking it in for repairs. I went to Vodacom to block the phone and had a affidavit by the police and now Vodacom tels me the phone was last used in January 2024 and that is to long ago for them to replace my phone but for the hole year I have been paying the insurance. I would really like to know how this works as I am still paying for the insurance at the moment this doesn't make sense that they say the phone has not been used thus they can't replace it. I would like a letter in the insurance contract that was signed by me to say that if you don't use your phone for a certain period of time they are allowed to cancel your phone.

Neil du Plessis Upset customer