Insurance Payout Despute due to CellC

On Monday the 1st of April I was pickpocketed in Seapoint Cape Town. After realizing this I phoned cell C on Tuesday the 2nd of April to blacklist the phone. I was told that they couldn't help me because I had got a new phone from telkom and had ported the number over to my new phone and at the time of the theft there was no sim card in my Samsung S6 edge plus. They said Telkom was to blacklist the phone even though a bought the phone through Cell C and provided them with the Imei number they still couldn't assist. I then phoned telkom and explained the same situation and they said they could not blacklist the phone because the phone was lastly used under a Cell C sim card. So after being led back and forth for a day I felt helpless nobody could assist me to blacklist the phone they said they could pick it up on the system but no provider could blacklist the phone. Now worried someone is running around with all my contents and private information on my phone I go to seapoint police station to write an affidavit and I was told to open a theft case where I was told that I dont need a itc number the insurance will still pay me out. I then phoned cell c again as well as telkom it was finally established even though I knew from the beginning that the phone had to be blacklisted on cell c side. I then went into the cell c waterfront store where I filled out a blacklisting form gave them a copy of my I.d . They said that someone will follow up with me within 24 -48 hours and they probably wont be able to blacklist the phone because there was no sim card in the phone when it was ******. I heard nothing from cell c after 3 days when they told me they would escalate the case and try get me the itc number. I then followed up by calling their online number /call centre and I was apparently denied access because I didnt answer the security questions correctly which is bazare because I'm the only account holder. The consultant said she could see feedback on her side but she couldn't tell me it. I was then advised to call cell c waterfront again. When I called in it had come up that no case was escalated and I had to resend in the form and my I'd number. I was told I would get the itc number within 24hours. Cell c blacklisting department is now on strike and I still wait for feedback of the itc number. In this process indwe my insurer had asked for quotes of the ****** goods, a claim form and the affidavit. I was then told once I had submitted everything and having a broker on the line while listening to cell c shocking service she precedes to tell me they wont pay me out even though my case is rare and I'm still waiting on incompetence from cellc. So now my insurer will not pay me out because they waiting for the itc number and cell c has not given it to me I had done everything I've needed to do on my side but now I'm left with no itc number after 2 weeks and an insurer that's not lenient or paying me out because cell c has not provide an itc number. I've been paying my insurance for 4 years my contract was paid up in year 2 and no I should suffer due to a company not doing their part. The value of the phone is expensive and the insurance was also costly. We have these things in place to be covered not make our life more difficult.