Vodacom insurance

I have lost my phone and went for a insurance claim only to be told that the imei that was replaced to me after sending my phone for repairs is not the imei on the system and that i must prove how i got the phone. This is not my resposibilty to ensure that vodacom has their systems syncd with the Vodasure system. i have this policy since 2019 if not longer and now i must suffer the loss of thier incompatance. Not fare on me . I am still paying the policy and waiting for feedback and to date still nothing. Comon Vodacom . Please have me sorted out.