Becareful insuring your phone with Santam!

After previously claiming without hassle, I was hijacked on Sunday morning at 2am and my cellphone was ******. I submitted a claim, only to be told by MTN that the device's IMEI number does not match the one on their system - this phone was replaced by Santam in a previous claim, through one of their suppliers, Budget Cellular. I am now being pushed from pillar to post and Santam refuse to proceed with my claim until I give them the ITC, which I CANNOT get.