I'm years with Beame tracker company and have 3 vehicles with their policy

I'm years with Beame tracker company and have 3 vehicles with their policy. I had a problem where 1 of their tracker units just fell out of my car. I called them last week Thursday to inform them to send someone to reinstall the unit. After confirming all my details are active with them they asked me how do I know it's their system. They then said they will send me an email and I have to attach the photo of the unit. I send them several messages on WhatsApp but no response. Please help🙏🏾