Cellphone Insurance Company

My name is *****ba Tshefta, a 75 years old woman. I have a cellphone insurance with Edgars Stores for years now. From my previous claim which was in 2022 I received a Samsung A12 from Edgars, that was delivered at my resident. On the 23rd of April 2024 I was pick pocketed at Kenako Mall in Port Elizabeth and I went to open a case for the Samsung A12 and I received an ITC number and case number which I also alerted my Insurance Company and they asked me for my IMEI number which was also suppose to be on the box of the cellphone, I went back home to check the box and there wasn't an IMEI number sticker on the box the courier brought nor any paperwork. To my remembering the courier company only brought the device in a box without any IMEI stickers as normal. I called my insurance company with this matter and as someone who is up to date with payments they tell me that they cannot assist me without an IMEI number. I explain to them that they are the ones who delivered the device without it on the device's box and they said my insurance company is no longer Hollard but Sohva Insurance, they have taken over from Hollard, and they mention Hollard hasn't given them all details of the clients as they suppose to have this information. Our thing is for every month I pay the insurance where does the money go under why do they not have the details on system ? and it shouldn't end with me being at a loss when they are the ones who have not received full information from Hollard. So Sohva the insurance company of Edgars and Sohva Insurance say they can't assist in this matter without an IMEI number, yet monthly when I pay for insurance they accepted my money without any details of my device on their system. Also Sohva Insurance cannot see my invoice for the phone on their system which according to them Hollard hasn't given to them. What is the best approach on this I am frustrated and exhausted with this back and forth