Cellphone insurance claim problems and bad service

I recently made a cellphone insurance claim at edgars and my claim got put on hold because they say the phone details are invalid. My phone details were changed during the repair (imei number) and i was not aware. The repair was done through the insurance at edgars store in pretoria west, quagga center. Now am told the phone records do not correspond. I called the store where i made a claim last year and they cant locate the records of my previous claim.The phone was sent for repair in february 2017 and returned with changed imei numbers. I was not given any records with regard to that change. Now am stuck because i cannot proceed with the claim and i cant get help, only get bad service