Disappointed customer

Very disappointed. I recently claimed insurance of a lost cellphone and I am asked to give imei numbers for both slots of Sim cards on the device.my house burned couple of weeks ago so I don't have the box of the phone n according to them I can't be helped without the 2nd ITC number..very disturbing is the arrogance that the guy who was assisting me on the phone said It is my responsibility to have known the box contains 2 imei numbers because it's a dual Sim phone. This insurance is the worst I Really wouldn't advice anyone to take this insurance I'm so hurt especially because I managed to keep the insurance papers safe at my mother's house but now of what use are they?? It is wrong for them to just say we can't do anything I mean iv been paying this insurance for a good 8 months it's not my fault my house burned