Abacus Claim number 008i-003938

I submitted a claim in Friday 18; December after my phone got missing when I was at the clinic as I had tonsillitis symptoms. When I left the clinic that is when I discovered my cellular phone was missing. I blacklisted my number obtained ITC number from my service provider Telkom. I then went to amanzimtoti police station I was referred to Adams police station to get the case number as their system at amanzimtoti was offline. As devasted as I was I had to find my way to Adams. I did get the case number. the service wasn't good there, I was told I do not need an affidavit the guy just wrote case number on a piece of paper and stamped. I had to return to amanzimtoti police station for an affidavit.

I then submitted my claim to abacus,today abacus is asking me for a formal letter from my service provider confirming the ITC number. They're telling me they do not "just use the number". I then went to the pavilion Telkom outlet,two of them. I was told they don't give such letters they even referred me to the call centre. The least the call centre agent could do was SMS the ITC number to my husband's number.

I then went to second outlet I was told same thing, they do not do such letters, it's the first time they hear of such.

I have screenshot the message sent to my husband's phone and forwarded to abacus.

If my service provider do not issue such letters where on earth am I suppose to get that letter? I've read the claim form numerous times, nowhere is it saying there should be a letter confirming ITC, all the form asks for is the ITC number of which I have included on the form.

I need my claim finalized. I'm loosing out in business,I run a food meals in call business, without the phone I'm doomed.