Being sent from pillar to post

I'm tired of being sent from pillar to post just because I want to update my IMEI number. On Wednesday I got a call unfortunately I cannot remember they guys name. I took out device insurance for my new phone. Unfortunately I didn't have my IMEI number with me. I've been trying to call but no one knows how to assist me. Is it too much of ask?

Policy number: 676F779F1F Effective date: 11 October 2023

IMEI1: *** IMEI2: ***