HORRIBLE SERVICE BY TFG

I bought a Huawei Y5 2019 then I took the insurance fir it. The sonwas using this phone all the years. Then he lost . Ive been trying to claim but im being send pillar to post. They ask me where is the sim card that he used last year. I bought it without the sim cardbut they keep asking me the sim. It was stole with voda sim. Claim number is TFGMA ***/1. Contact tel ***