ITC Number requested refused

I am very disapointed with Telkom, I lost my cellphone on the 14th December 2023, now I needed to a ITC number from them to open a Police Case Number to be able to claim from my insurance. Tell tell me my Number which I had for years sinnce 2019 is not registered in my name. I got my SIM Card from a Telkom store but they made the negligence and refuse to help me.

Now I can't claim from Naked Insurance to get a new phone