Sad

I have a problem my daughter was ****** on her way to school and taken her phone, then now I phone cellc many times to get ITC number, but the questions they are asking is akwaad for a child to remember, then I want to claim for the phone to the insurence but I can't claim without case number. Because Police they don't open a case without ITC number. How can I get helped without these lots information needed at Cellc to blacklist a phone. Because I am just worried I waisted my money for insurence while now I can't claim I paid 2 years already for insurence for nothing now because I can't get help I need to get a case number from the service provider.