DISSAPOINTED

I have been struggling to make a claim against my TFG Insurance for my broken phone. I lost the slip and the box so I do not have proof of payment. I bought the phone cash at Dobsenville Markhams in January 2020 and took the insurance straight after which is deducting every month, The only proof I have of insurance is the debit order that goes off my account. My claim is taking way to long to even reach your claims departments because I do not have the MIE number nor do I have the slip, I was told today that they cant trace any policy with my id number. I honestly don't know what to do at this point as it looks like I wont get assistance yet I'm sitting with the BROKEN phone. When I went to the store where I bought the phone I was told due to the looting they cant trace any payment made. Can someone please assist me I'm frustrated with the whole process, My number is ***.

How is it possible that you cant find information with my number, this is the ref number in***