Cellphones insurance

I salamina Mapulane bought a phone with an OK Furniture Store Springs Gauteng account and I lost the phone and I am still paying for it including insurance its still on guarantee for 1 year .I lost the phone August and they said I must make an affidavit with case number and ITC number I did that I gave them everything they ask for and they told me that my file has declined for the insurance side , wen I asked they said I must provide an ITC number in paper print and because I was using Cell C I told them that cell c provides the ITC number telephonically or sending you an sms not in paper print,we called Cell C store and they told them the same thing I told them .now its a month we haven't got da other phone and we payed the account still they telling us one thing as the same.