Claim Issue

I submitted a claim for my lost phone, blacklisted the phone, now king price wants a handset query report on the device. I called the network provider and I was told that they can only provide me with the ITC Ref number, I called king price to let them know of the response I got from the network, king price said they know the network don't provide such report but I most go to the store, ask for device statement, then to take a photo of the screen from the network provider. This is what they put there client through when you want to claim.