No assistance from consultant

On or before 04 July 2022 I lost my cellphone samsung A32 i blacklisted it i did not have the box with imei number it was misplaced i called vodacom insurance to be advised what to do to claim the lady that i spoke to said they can't help me without imei number later in January i found the box with imei number now the lady that i spoke to wasn't willing to help me as if i did not report it vodacom on time whereas i think i did all that was supposed to be done i have spoken to the consultant today 18 January 2023