Terrible service from hollard

I bought a cell phone 3 years ago at Ackermans and had it insured with hollard,my phone was ****** 3 weeks ago and naturally i tried to put in a claim...first they told me the imei number was incorrect i went back to ackermans to enquire about this and they told me thats impossible because when you buy a phone the imei number is printed directly on to the till slip they processed my paperwork anyway now hollard is saying the last 5 numbers of the imei number is incorrect?how is this possible?who is in the wrong here?i would like a voucher for a new phone as per our agreement or i want all my installments for the past 3 years back because now i believe this was just a whole ****!