Cellc contract phone - Hollard insurance claim

I bought a phone at cellc ,The Model is Huawei P30 Lite .My phone was ****** in 2019 August ,I went to cellc V&A waterfront store to have my phone blocked and blacklisted and went to open a case at Table Bay habour police station .In the same month i found my phone .I again went to V&A waterfront store to unblock my phone and then also went in to Table bay harbour police station to close the case and told them i found the phone . i have been using that phone since then .

On the 29.04.2021 i lost that phone again ,i reported it to the Cape town Centre and went to Cellc Golden Acre store to Block the phone .As my phone was insured with Hollard insurance ,I made an insurance claim .I was told to bring case number ,ITC number ,Affidavit that states that i have lost the phone in 2019 and recovered it .i did all of that .

when i phone the insurance i was told that the store needs to submit proof of unblocking of the phone .I have been trying to phone them but now they do not pick up my phone .

I have spoken to the following consultants with no help at all . : -Lehlohonolo Motumi. -Mpho Tshukudu -Rose Mashaba

The refference number of my claim is 206785

I have been paying the insurance premiums but now when i claim i receive no help .I dont understand how is my problem that the store can not provide the necessary information needed to conclude my claim .

Please assist