Getting a lost device blocked

I need to claim for insurance for a lost device. Turns out if the Sim wasn't bought at Telkom or if you the owner did not rica it then they can't assist in blocking it. Now my insurance wants a written email or response as to why the can't block it so they can process. I'm waiting for a team leader to tell me if that's possible. All that they need to say is we can't block the number in question because the sim was not rica'd under your name or that it wasn't bought at a Telkom store. Simple but we must now make things hard.