FNB Short term insurance.

I have issues with FNB short term insurance. I have got my iphone 12 with FNB which is my primary bank so I decided to take the phone and insurance with them. I was ****** my phone on the 13th of December and few days later I processed a claim for the phone. I have provided them with all the documents they requested from me including opening a case and the ITC number after I blacklisted the phone. Now they want the last used date for the simcard to also show IMEI number from the service provider. Telkom gave us the call logs and the other documents but they cant show the IMEI number so im stuck here because the consultant by the name of SOLOMON MOOKA working as a claim handler cannot assist me. I have recently been derbited weeks after I have reported to them that the phone is gone but FNB still went on to take the money from my account even if I have a pending claim. By the looks of things, FNB is just looking for a way not to approve my claim and its been weeks now and they are not responding to my emails and only respond when I call them. this is the worst experience I have received from the bank and everything is in order. If Telkom can't give me that paper to show the Sim card was in the phone during the incident, then I'm ****ed because Solomon and his manager Siboniso Shabangu won't approve my claim.