Insurance claim

I bought a mobile device through an Edcon cell phone shop at Liberty mall in Pietermaritzburg on the 6/6/2018 and took the inhouse insurance for the device. The phone has been ****** and I went into the shop on the 17th of August and an African lady in the store advised me go to the network provider (Telkom) to block the phone and get an IT number and then come back to the store to put through an insurance claim. Telkom advised me that the devise IMEI ********** ********** 4 is linked to MTN and MTN must block the phone. I then made contact with MTN who advised that they cannot assist and I must call the Edcon group who will be able to block the device an give me the number I require for the insurance claim. I made contact with the Edcon group on ********** 000 and they gave me ********** (sim right). Now the sim right department, they pick up the phone and they talk amongst each other and don't acknowledge the caller and they transfer you to the receptionist who transfers you back to them. I have been trying to block the device from last week Friday and I have not received any professional assistance from the Edcon group.