Cellular insurance

Hi I have a cellular insurance with foschini group and my phone was booked for repairs last year november and i have not received it yet. I went to enquire in one of their store which is total sport and all ive been getting is excuses only I feel like they lost my phone because lately they have been telling me that i have to fill in a new claim form but i couldnt because i dont have imei number Wat should i do now its been 3 months and i dont have my phone they are not much of help