Cell phone insurance a robbery !

I put in a claim for my daughters phone her screen is damaged , mtn first declined the application with giving a reason after re submitting a dispute they declined the claim again now with reason that the sim card issued with the phone was not in usage the email comes through from Tamiak no contacts so i cant even reach her so we can discuss the email she sent i have been struggling to get through to MTN, to their service provider guard risk as well . i even sent an email to their thei arbitrator who never gets back to you Buyisiwe.hlatshwayo@guardrisk.co.za the contract clearly states the details of mobile device to be insured has two numbers registered i have even ask Vincent the guy who did the application and he said i can register 2 alternative numbers . MTN is trying all ways not to pay the claim. what is the point of us end uders to take out insurance when we cant get assistance its robbery