Horrible Service

In 2017 March I bought a cellphone at Edgars in Brits . The same year in June I took my phone for repairs for two weeks. A month later the problem started again. In 2019/09/03 I reported my phone lost as it’s insured with Finrite in Edgars. I submitted all relevant documents to submit a claim. A few days later the store called me informing me that the IMEI number on my phone does not correspond with the one on the Box? I went to the store for clarity and it was the same story. My question is how did that happen and Did I purchase a new phone ???? The store said they will go through all the purchases and find out where or whom took the box. In the meantime I’m expected to wait without a phone and I’m still paying for the insurance. Edgars has failed me sooo bad. This horrible service. It’s almost two months and I’m still waiting.