Poor service of vodacom insurance

On the 26th of March I lost the phone in a taxi I called vodacom customer care they said they can't black list the phone due to the fact that I was in the process of upgrading on the 30th of March I went to de deur police station to open the case and do affidavit then I called vodacom insurance to make a claim they said I can not because of I don't have itc number now I have the number got it on the 4th of May now the said I am late to claim