Extremely disappointed

I made a claim at Adminplus insurance for a cellphone contract,I did not get any feed back for about two weeks then when I call they gave me run around until my last call where I told them I will complain outside their structure because they are denying me feedback,it was that day were they sent me a rejection letter stating the SIM card was located on a different IMEI than the one I sent. I complained and was sent a screenshot from Telkom with the “IMEI number “ that the SIM card I am claiming for is on however the IMEI number they sent is invalid even consisting of 16 instead of 15 numbers then when I tried confirming that with Telkom they said it not from them. Now I’m stuck between an insurance company that avoiding me and Telkom that says they do not have any knowledge of the “IMEI number”.