Assistance needed

I am very frustrated with this Company. My daughter was ****** by two african black males.They took her cellphone iPhone 13.One of these African males pointed my daughter with a firearm.I went with my daughter to open a case at Jabulani SAPS.now Rain couldn't help me with Blocking my daughters phone.They told me that they will assist me with only blocking the Sim card.They won't help me with Blocking of the phone.i told them that the insurance need the ITC number so that they can process my claim.i am stressed no one at Rain is willing to assist me