Insurance claim. for lost phone

Cell c insurance is *****, i made a claim for my (replaced phone) which i lost, but they still not processing my claim telling about EMEI numbers while the are the ones who gave me a new phone when i first claimed for a damaged phone. they didn't register the second phone's EMEI number now they don't want to help me but is their fault, mind you i had payed my insurance for 23 months without skipping a single day but they don't want to help me when i need them the most. i regret the day i took a contract phone with Cell C.