Horrible service

I took out insurnace with cellc for two phones i lost one and trying to claim it is a nightmare i was asked to provide the imei number for the second device as it was a combo of two phones of the same module i took the number from the back of the second phone which is the one i still have and i gave it to them they come back and ask for the picture of the box what nonsense is that so if i have no box i cannot claim yet iv been paying all this time pathetic as always. worse of all the same imei number on the box is the one at the back of the phone its almost 2 weeks of back and forth i regret taking insurnace with cellc