Gadgetcops — insurance

My phone was lost in december in a bus and when i contacted i was asked about the theft. My claim was approved first. Then i recieved a call that simple theft is not covered. I was told that simple theft is not covered it is mentioned in the claim form but what i recieved had nothing mentioned like it. Now i am being calling them first they say that we have not send the approval message. It has been rejected. I send them the mail regarding it and was assured that it will be resolved didnt got any mail from them. Then called again was asked to send the message that contained the approval message contacted yesterday and was told to wait and then it went on cor 30 mins and the call was disconnected. What the hell is going on their side.