Insurance doesn’t want to process my claim

On the 31st I submitted a claim and forwarded the ITC number, Case ref number, and affidavit to lodge a claim. To my surprise days later I was told there are missing documents and I should call them to find out more. I did just that and they requested my proof of address, a selfie with my ID and proof of purchase, I asked the consultant why they required those documents and I didn’t get a clear answer. I explained to the consultant that I no longer have my slip and I was referred to game stores where I purchased the phone, I asked her what would have if they can’t reprint the slip since the purchase was last year December over 6 months ago (22/12/2022), she then said they would escalate it to their supervisor to review it. I went to the game store in Alberton where the phone was purchased, and they referred me to head office and when I called head office they told me the store should help me. I sent an email to Monitors and explained everything thinking the matter would be escalated to the supervisor as per advice. The next day I called I was told they can’t verify my case number because they can’t get a hold of the SAPS in Alberton then she told me that I have to go to the police station to go get their number, I got frustrated because now I felt that I had to do their job for them. So because I want a phone I went to the police station and called the insurance so they could verify everything and they did. When I asked if they had everything now the consultant said they still need a proof of purchase and I told him what his colleague had said and he said they need it. I explained that game doesn’t want to assist me and he said they still need it. I fought with game for days until they sent me the proof of purchase but now they said they need the IMEI on the slip and Sanesh (game manager) said they don’t print IMEI on the slip and Monitor doesn’t care. I’ve called more than twice asking to speak to their supervisor and I wasn’t transferred to the supervisor I asked for their email and didn’t get it. I’ve sent everything but they still don’t want to process my claim.