Refusal to payout claim

firstly i want to express my disappointment regarding all claims i made with 24hr mobility, i have never received a smooth claim without having to send emails around, i have archived emails as a proof.<br> <br> I have put a claim for my lost cellphone on the 16th of February 2016, yesterday i called the underwriter to check the status of my claim and i was told by Nicolas that my claim has been rejected because the number the insured number was not in the insured device during loss. Nicolas and Zandile told me that my insured phone with the insured number was last used on the 15th of April 2015, after that I used the insured number on the same cellphone device with a different IME number.<br> <br> i have tried to explain to Zandile and Nicolas that my phone went for repairs several times last year before 15th of April and even after 15th of April and i do not know what the repair center did on my phone that might have affected the IME NUMBER. <br> <br> The interesting part of this issue is that Nicolas tells me that as from May the insured number was used on the new Xperia with the different number, during that period my phone was in for repairs and i have sent John the archived emails to prove that.