MTN's mistake costing me a new phone

In May this year my husband sent insurance forms through through to MTN Cosmonet for both of our BRAND NEW phones to be insured. It was emailed and he got a read receipt. <br> Yesterday my husband was ****** and his phone was ******. He immediately called MTN to block his phone, which they said they had done. When the police arrived they asked for the IMEI from MTN, to which my husband called back and was told that they cant block the phone without the IMEI number even though he did verify he was the account holder. They \managed"to block the phone but refused to give him the IMEI number. We don't carry that information around with us so that's ridiculous in cases of emergencies. Then we find out that due to the \""strike\"" our phones were never insured and now you refuse to insure my phone (Samsung S6). NOW we have to buy a new phone or upgrade one of our packages to the value of the phone (Samsung Note 4) which was R10000.00. Your service is disgusting and *************. """