FINRITE GIVING A POOR SERVICE

I am very unhappy with the bad service I am receiving from Finrite. Since I registered a claim 6 weeks ago, phone was collected by RAM 0n the 22 /02/2022 at 13h28 here is the reference number COL ***7

I do not receive feedback from Finrite , no sms, no email, nothing , I have phoned them many times. I phoned them twice just today alone. Been told that the IMEI number on the phone does not correspond with the one the system, i told them i had a claim back in 2016(not sure about the date) it was a replacement i think the policy contract was not updated until to date that is why i am sitting with this problem. I do have a phone I always borrow from my wife. been paying premiums since 2016 up to date just to get such an terrible service.