tfg cellphone insurance - unhappy client

I am writing to express my disappointment and frustration regarding my recent experience with your cellphone insurance service. In 2023 I insured my cellphone through TFG. Earlier this week, my bag was snatched, and my cellphone was ******. When I contacted your service provider to report the incident and process my claim, I was informed that the IMEI number on record does not correspond with the one on the phone box. This has caused unnecessary delays and confusion. It has now been three days since I reported the issue, yet I have not received any meaningful feedback or assistance. I am extremely disappointed with the lack of urgency and customer care shown. It feels as though clients are not being taken seriously, which is unacceptable for a company of TFG’s reputation. I didn't receive feedback and assistance in resolving my claim. i am crying for help.