pillar to post blacklisting a mobile phone

<p>recennly i lost a mobile phone which has 2 imei numbers and is insured, my insurer informed me that they cannot settle the claim unless both imeis where blacklisted even thou i only used one imei on the phone, i have been taken from pillar to post by cell c with regards to blacklisting the second imei even thou they where able to blacklist the other one, someone please help!!!!</p>