MTN Insurance will not replace lost phone because they captured it's IMEI incorrectly by one digit.

Refusing to replace my lost iPhone because they captured the IMEI number incorrectly by one digit. They are asking me for the original box. Who stacks up boxes of items they buy when their serial numbers are supposed to have been captured correctly by the insurance company. Not even a screenshot from Apple iCloud of the IMEI from the phone's online backup on the day it got lost was enough. I simply asked them to cancel all my insurances. Will shop for a new device at my cost after they happily accepted my premiums for years.