Worst customer service ever

On the 05/05/2015 between 14:05-14:25 I called Edgars claims at finrite to make a follow up regarding the insurance claim I submitted with them. I was on hold for 5 minutes and the consultant decided to sing instead of assisting me and i decided to call again and the Lady who assisted me was not friendly and I felt like I was troubling her with my query I asked why she sounds tired and she told me that its her lunch time "meaning I must be brief" Back to the issue at hand in 2015 I bought a phone at Edgars and I insured the phone and I still have the papers including the box and I followed all the necessary procedures. But now the IMEI number that is on the box is not the one that the insurance has on their system. I don't know what to do now because my claim is deemed incomplete. I find this absurd because even the phone they have on their system is not the phone I bought with them.