Airtel — airtel secure claim issue

Address:	Pune, Maharashtra, 411057
Website:	airtel.in

I have been a customer of the airtel for more than 5 years. And the very first thing which i did after purchasing a phone of 50k is to buy in insurance for the device.
I generally try to honest in whatever situation. The same case applies in this case as well. Generally, i keep my phone in my pocket with some other stuff and my id card.
One day my id card got stuck with my phones screen protector and the glass of my phone's screen got broken. But i was not sure exactly when and how it happened days, why i mentioned "i am not sure what happened" in the description, have created the summery of my claim.

Now, the real twist comes here. The company rejected my claim stating "loss or damage to the device under mysterious circumstances"

What is the meaning of rejecting this claim? How come someone knows exactly what happened inside his pocket.

Also later i come to know that what exactly happen as i noticed that my id card (Which was inside my pocket too) hence i have created another request. And they have rejected my claim saying once claim cannot be requested again.

I want you to please take a look at this case. I really hope you will help in and get this issue resolved.
Service request # 3600433

Regards,
Sagar agrawal