Cellphone insurance claim

TFG cellphone insurance is the worst insurance ever.I lost my phone a month ago and claimed it through exact clothing store in Pretoria central and every-time when i call they tell me they can't process my claim because of the policy number which was never given to me because i am using my old policy and the store explained that to them and they said they are taking the matter to the manager 3 weeks ago ,and even today i haven't had any feedback from them. I have called to check if i have been paying my premiums and they confirmed that i have fully paid them and my phone was insured with them ,however when i asked about the claim they say the can't do anything because of the policy number ,which surprisingly they can see all my details except for the policy number that is needed for my claim to be processed.