Poor service providers

When it comes to paying insurance they are more then happy to take your money up until you start claiming,i recently lost my cellular device.I have my imei details and everything but they absolutely refuse to help me without the original box that the phone came in,i have moved twice since taking out the contract and unfortunately lost the box in the process but i still provided them with the required details of said device.Where it stands now i will just cancel all insurance i have with them because they are just **** whrn it comes to lodging claims