Unsatisfactory customer service

My cellphone was recently ****** and I had an insurance with Mr price,when I went to claim for the phone I was then told that I could not claim since I do not have the EMEI number I then ask since they have the copies of the contract and I have submitted my affidavit and the police number still I could not be assisted.I was assisted by a very rude lady from Mr price mobile called Lungile.