No ITC number leaves me with no respite after crime incident

On Saturday evening I was involved in a smash and grab incident where my phone was ******. Today I needed an ITC number to black list the phone so I can get a case no, to get my car fixed. After going through all the steps the lady could not give me a number and says very unsympathetically that I need to wait for 24 - 48 hours for an 'escalation'. This means I need to drive to work and back 45kms without a window for two days before I can report it and then only I can claim from the insurance. Probably a week of driving between Joburg and Pretoria without a window. How is it possible that there is no one available to sort out these urgent cases especially after often traumatic events when a phone is ******?