Mtn refusing me an Email to claim my phone from the Insurer

I went to mtn Mokopane and Modimolle to request them to assist me with itc number after my phone my daughter's phone was ******.my daughter phone was bought cash from Istore and and now im suppose to claim from insure and the say they require itc number from Mtn which is the network provider they say they are unable to assist me since I bought the phone at istore I should go to istore to request them to block the phone.i contacted I store they were unable to assist me I should go to the network provider and mtn were I use their number and data they also said they won't be able to assist we called the mtn call centre and their customer care employees were arrogant.u then went to police station to make an affidavit i did email isure under apple and they said I should go to mtn to request for the email saying my phone doesn't appear on their system when I request itc number Isure insurance responded that I should go to Mtn to request that they provide me with an email saying that they cannot provide me with itc because mtn doesn't see it on the system I then went to mokopane today we contacted the call centre I was also told that Mtn doesn't issue emails.i dont how to deal with this Matter cause I have been send to pillar to post with no assistance.