Cell C wont give me an OTC number cause i had a new line in the phone.

My husband got me a new phone and i moved my old sim card to the new phone and i put in a new line in the old phone, a few days later i lost my old phone with the new line and because it was not my primary line i hadnt gotten round to recharging it. When i called Cell C for an ITC number they told me that i couldnt get it cause they can not verify that the number is mine but it was RICAd in my name, now i can not claim from my insurance cause i dont have the ITC number. does this mean if my phone gets ****** after i just bought it i cannot claim from my insurance cause i have not recharged i would not have recharged it!!!!!!