Hollard terrible insurance stay away

I insured my phone in 2019 my phone was unfortunately ****** and I sent all the relevant documents in order to claim I got a call from a hollard agent explaining to me that the imei number they have on there system does not match my one (the last 5 digits are not matching)( they won't reveal the number that they have on there system either)they have admitted to the "error" but they refuse to correct it they are saying its out of there hands.Ackermans(the store I bought the phone from)has been trying to get to the bottom of this and has been wonderful in helping me hollard on the other had is just washing there hands off I WANT ALL MY MONEY BACK!EVERY SINGLE INSTALLMENT YOU ARE DOING EVERYTHING YOU CAN NOT TO PAY MY CLAIM OUT!