****** cellphone was blocked and case number provided but insurance refuses to pay out if I don't provide report of investigation

Very frustrated client because of systems being down yesterday and not 1 return call. Called again this morning but was frustrated by being asked to repeat myself atleast thrice with each question. So my device was ****** and I've already done my Sim swop but after having to provide so much paperwork and security questions being constantly repeated amd still no success. I am now told that my claim might not be paid out if I don't provide the police report. I have provided everything in my capacity and I do not have the time to drive all the way to the scene to personally obtain the police report as I had provided the case number. Why do I have insurance if I am going to be doing their work and treated like the ********.