Cell c insurance

I lost my phone on the 05/01/2020 reported the matter to cell c call center and case opened at the police station. Went to cell c Northgate to help me lodge claim with insurance...what a disgusting service from consulted by name of Thokozile..problem now started as they want EMIE of the phone...I lost the box of my phone when I was moving house..luckily I found my invoice ..but it had 1EMEI..my phone was p10 lite with dual Sims..they say I must have 2 EMIE...I believe this was still cell c property they should have this numbers on their system. When I took insurance no 1 told me to save this number or take a photo of my phone..only now when I claim they are telling me this nonsense..I'm so angry now cos they tell me I can't be help with the claim since I don't have my box phone...please contact me