Bad Service - Cell Phone Handset claim rejected due to cell phone number

I insured a cell phone device with King Price, the device has a duel sim function at the time the device was insured the primary sim card was the cell phone listed. When the device was ****** I was using the secondary number not the primary number. The phone was ****** at work, I was issued with a letter from work confirming that the device was indeed ******. I went to Telkom to black list the phone and block the number in use at the time. I then went to the police to report the phone ****** and was issued with a case number. I submitted all necessary documentation to King Price (ITC number, Case Number, photo of the cell phone box showing the IMEI number as well as a letter from my work confirming that the cell phone was ******. I was then requested to get a handset query from my service provider, I called Telkom and went to the Telkom branch asking them for the report requested and they had NO IDEA what I was talking about I showed them the example that was sent to me from Kind Price and still they had No Idea what this is, they then gave me proof that a sim swap was done for the number that was being used in the phone at the time it was black listed. After numerous emails to and from King Price explaining why the number in question differed from the number that was black listed I get told my claim has been REJECTED!!!! I do not understand how you can reject a claim for a handset device because of the cell phone number in use??????? I have insured the device not he number and both numbers are TELKOM number so irrespective of which number was being used I would only have been able to get the report stating that the number was blocked and a new sim card was issued. King Price has no issue taking my monthly instalments but seem to have a HUGE ISSUE SETTLING CLAIMS. I have been with King Price now for a very long time and have not once missed an instalment, I have provide sufficient proof that the device insured was ****** and to now be rejected because of the cell number MAKES NO SENSE TO ME WHEN YOU INSURE A DEVICE THAT ITS REJECTED BECAUSE OF A NUMBER!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!