DUBIOUS FOSCHINI INSURANCE

On 18 July 2019 I submitted claim documents and Cellphone for repairs. Claim was APPROVED . Upon following up 2 months later - claim is REJECTED - due to incorrect IMEI number on the submitted phone doesn't MATCH the insured phone. The question then arises, how on earth can a phone purchased at FOSCHINI and insured by FOSCHINI gets received by FOSCHINI after submission for an insurance claim gets REJECTED on no IMEI MISMATCH. Surely on the 18 July had there been issues, whoever booked my phone in would have known and advised. This means either I was sold by FOSCHINI a second hand phone or somehow avoiding to process the claim. I regret purchasing this phone from FOSCHINI and their insurance . I need answers and 4 months is too long without a phone that I have been paying insurance for. The FOSCHINI Hemmingways store has been the least helpful, just ping pong balling the entire debacle and its more tiring than not having a phone. They must either fix my phone or give me my money back