Unreasonable requirement of proof of forceful entry.

I submitted a claim for a ****** cellphone insured with MTN. I am told I need proof of forceful entry. I have already given them an affidavit and a case number. How was I going to take pictures when all was on my mind was that my kids and I were held at gunpoint by 3 men. How was I going to take pictures when all my gadgets were taken. I sent them what the property managers had which are a few pictures and the communications between themselves regarding the burglary and I was told there are no pictures showing forceful entry.