Customercare@iua

I have cell phone insurance with iua. I wanted to claim a lost phone, they said I do have insurance, but the ime number doesn't appear on their system so I must email them the enrollment documents so that they can update. On the 15/10/2020 i send the document via email and the lady said it will only take 48hr to update the information. I gave them Chace to update my documents but I was surprised when I call again on the 03/11/2020 and the lady said my documents are not there she said I must resend the document. At the moment I don't have a phone it's difficult for me to operate with my business