Telkom and ormart insurance useless

I’ve insure my device with Telkom plus which uses ormart as their insure. I’ve lost my device and trying to claim they say the information does not correspond and when I check the only difference is the IME number is missing one digit on their side and I’m told it doesn’t correspond. It’s not my fault it doesn’t correspond because I’m not insured with them in the first place telkom is insured with them and they should be asking Telkom that not me.