Poor service and Lack of knowledge at Telkom Mobile

i have a challenge getting ITC number from telkom for insurance to replace my phone , i have lost IPhone 5 on Tuesday and called telkom to block the phone i have been moved from pillar to post ,it always take about 50 to an hour for them to answer and they said i am providing wrom IME ,they said the IME suppose to start with 3 and according to Istore they indicate that oly from iphone 6 it start with 3 but Iphone 5 and 4 they start with 01, they even print the proof but telkom is still rejecting ,this is so frustrating cause insurance is only waiting for telkom to replace my phone. this is unprofessional of telkom because i got the phone on a contract from Telkom in 2013