Heartbroken client 💔 😢

I lost my cellphone on the 12/01/25. I reported to Edgars Store since it was ensured. The saleslady wrote for me a "To do list" that I should have ready, so that I would call IUA. 1. I managed to have cellphone blocked and given ITC number on the 14/01/25 2. I had IMEI number for the phone 3. Police gave me Case number on 16/01/25 Then I called IUA. A guy picked my call, said according to the system my phone was still active, I must go back to CellC and have it blacklisted. 🙃 Called CellC , they said their system shows it's blacklisted. Called IUA, a lady said I claimed my phone already, I must get a usage report from CellC, who said they can't promise anything. My question is...does that mean my money 💰 should just go - because I don't have a usage report?? I only claimed once since I got the insurance-( got insurance around 2012, claimed a year later...then I learned my lesson in how to keep my phone safe. More than a decade later, it got lost...got all required documents in place...but...I can't get a phone!!! I claimed my first fone so smoothly, 5 star service more than a decade ago. Now...so Heartbroken indeed...my installments for insurance are still being deducted...Please help!!!Already emailed, called, UIA ,Sohva ...no avail