Cellphone cannot be blacklisted

I am very angry with the pathetic service I received from Hollard Game finrite insurance. I lost my phone and I am unable to claim due to network providers Telkom and Vodacom cannot blacklist my device, I wrote a motivation as requested with my affidavit as advised by the consultant and was informed it will be escalated to Hollard, today I submitted my documents, I was contacted by someone called Thami, he tells me they have declined my claim. no investigations internally or escalations were done to Hollard instead he decided to take his own resolutions. I've requested for him to send me an email from Hollard stating that they have dealt with my issue he has failed to submit the email, I am still waiting. I am frustrated all my contacts cannot get hold of me.