Blocking of a phone

<p>2013 I took two contacts with mtn then 2015 one of the contract I made it a pay as u go with the cell number ( ********** 968 S4). On 2017/03/09 the cellphone(S4) was ****** and I opened a case at the police station (Embalenhle case 77/03/2017), Now my insurance says I must block the phone nd getting a quotation of an S5 or S6 phone. I then went to Secunda mtn store nd they told me they cannot help me. I then called the contract and pay as you go departments and they told me they cannot help me cause I don't have the iem number. So now I don't know what to do.</p> <p> </p> <p>Please can u help me in this matter. </p>