frustrated client

Mr Luca Nteo my husband has been hijacked on Saturday and kidnapped but later brought home. they took his car and belongings. when I phoned on the emergency line informing them that his phone has been taken and we are trying to claim on his behalf, we were informed that there's nothing they can do without logging a claim on the app, of which it is impossible to do without a phone. I have been chatting with them on whatsapp but so far nothing has been done as the claim has to be submitted within 72 hours. kindly assist as we are running out of time and they cannot be contacted without an app.