Unable to CLAIM FROM INSURANCE

I purchased a mobile device in July 2019 and took out insurance on the device. Between 2019 and to date I've moved home and lost the box and receipt. I recently got ****** of my phone and have been trying to claim from the insurance, however, when requesting the insurance papers I found that IMEI number was not on the insurance document or the device information which we purchased. I reached out to the Foschini Canal Walk store for the receipt and was advised that they do not have the receipt as they only hold documents for 2 years.

This now leaves me at a loss because which means that its pointless taking out insurance on your devices and when needing information in order to claim it can't be granted - I've been paying R59.90 each month since July 2019 which is now 3 years so which means that you guys are unable to assist me with the required information in order to do a claim.

I received an email from Alta Jordaan Area Manager who stipulated that they are unable to assist further and I've sent numerous follow up emails this week with no response..

I trust that someone will be able to assist me with this matter

Can this matter be looked into please