Hollard insurance cellphone Claim Pending

I claimed the on the 3rd of October even now they send me pillar to post they said I blacklisted the wrong one and I then came back and check the correct IMEI no. And do the right one now they want screenshot from the Cell C store ,,at Cell C they are unable to send screenshot the Blacklisted IMEI NO. AND Reference no.. They said it does not appear, Since they blacklisted the fone at the CellC customer care centre.. They sent me the proof that Phone has been blacklisted and I sent them screenshot from my email stating that the phone has been blacklisted they denied it.. So now I don't know what to do ...I even ask them to deactivate cellphone insurance...because I was damn furious ...I won't join their insurance anymore and will advice my friends and family not to use them..

Please assist me in this regard its 2 months now not getting anywhere Thank you Jabu