Cel C FAILED TO UNBLACKLIST MY PHONE NOW I CAN NOT CLAIM FROM MY CELL PHONE INSURANCE

I was ****** at gun point in July 2017, my two phones were among other items that was ******. i called cell c to blacklist both phones immediately .So on the next day we decided to trace the steps in the field where the ****** ran off toand luckily i found the other phone Samsung S4mini, Anyway fast forward to Jan 2018, i decided to unblacklist the phone because the temp phone i was using had a crack and i could not type. They sent me to the police station to do all the paper work which i did and submitted back to cell c festival mall, told me to wait for 48hrs and i can use the phone. i did and was able to use the phone. now here is the problem, the phone got ****** again on the 08/04/2018 and i called the next day to blacklist it and the lady gave me ITC number. I went to the police station for a case number and went to submit my claim from my cell phone insurance only to be told that the ITC was from July last year. I called back cell C and i was advised that the phone was never unblacklisted., so how was i able to use this phone from Jan to 08/04/2018 if it was unblacklisted?? My claim will not be processed with the old ITC number and i am very frustrated right now because i have paid for my cell phone insurance since 2013 and never claimed.