Service sucks

I have a sim card contract with blue label connect, and I lost my device on the 13th of March 2020,I called blue label connect to report my missing device and requested that it be blacklisted, it has been 3 weeks now since I've been waiting for them to send me an ITC number, I spoke to a lady by the name of Tamara on the 18th of March and she said it will take 24 to 48 hours for me to receive the ITC number, haven't received it up to this day, and I made a claim for the device, now my insurance company won't replace because I don't have the ITC number. What can I do?