Cell C Device insurance

Cell C device insurance has absolutely no idea on Customer service. I call the Centre to lodge a claim, they ask me to forward them a picture of the device imei number via email, which I did, I received a reply email with a reference number. I then called the Centre again quoting the reference number to which I'm told it's the wrong number. I then send the picture again and receive another reference number which I'm told again is wrong. How can the reference number you send me be wrong? Plus your call agent has no idea how to speak to customers. Absolutely discusted with their service. Cell C call centre's are great, device insurance, not at all.