Bad customer service

On 31/01/21 I lost my phone and opened a case at the SAPS knowing that I have an insurance to claim from.Then I contacted my insurance wanting to claim and I was told that my IMEI no does not appear on the IUA system which I found it strange because the very same phone went for repairs previously.Yesterday I called the Finrite to assist with the matter and they told me that they need a replacement form from where I purchased the phone and the store does not have that neither do I.Am being punished for the mistake the IUA and insured did by not putting the IMEI no on the system.That’s bull!!!!I want my phone.And I want them to assist as I have nothing to do with the IMEI no and what so ever !!!