I insured my phone ...

I insured my phone with them the next thing when i reported my phone to them, they said to me i must go and find out the IMEI number ,ITC no ***8 to blacklist my phone as well as case no from police station i did all the things that was needed, after sending all the information that was needed by them they tell me a lot of stories that my information is not full there is a shortage of information and take me to pillar to post, to my suprise they still wants me to pay the cellphone insurance while they failed me to help me, kindly assist me as much as you can to get my phone back as i was paying for it