MTN insurance very poor in replacing client's phones

Poor service poor poor at MTN insurance. I took a contract in 2019 and then I lost my phone on the 29th of January 2022. I have been paying insurance and my contract for the past two years. I have submitted all the documents required to claim my phone now I am told that I need to provide a picture of the box of my phone. Imagine a phone that I bought in 2019, where am I going to get a box of a phone that I bought 3 years back? They have been enjoying my insurance premium but now can't replace my phone. It's poor poor poor