Cellphone insurance

Good afternoon

My name is Thulie I am having a cellphone insurance with Jet store which I am paying every month, now my cellphone is lost when I went to claim it they told me that the box needs to have 2 ime numbers, I took a photo of the box to show them that it only have 1 ime number, now they are telling me that inception date is incorrect I need to call Finrite before they can process my claim, so if the inception date is incorrect is that my fault? They've been taking me from pillar to post I don't know what to do anymore, all I want is for them to replace my phone not for me to do other people's jobs. My claim no sc000395 My contact numb ***

Thank you Regard Thulie