Game - Game Protect Insurance don't want to approve my claim.

I had an armed robbery on the 15/09/2023 survived but got robbed my valuables which my 2 cellphones were taken during the incident, opened an armed robbery case in the police station which I have the case no, I went to game to report the incident since my cellphones are insured by Game protect insurance, and I was told to block the cellphones from the service provider and do the affidavit at police station with the itc no , which is I did all those requirements and they sent all the information needed by Game protect. It happened on Friday and game protect contacted me on the Monday of 18/09/2023 and they told me they did get the claim forms now they want me to take the pictures of the cellphones boxes showing the IMEI numbers and the pictures of the proof of purchase which is I did all that and emailed them to the email they provided me with and I made more efforts to contact them on the contract number they gave me to make sure that they received the pictures they requested. After that I waited another day to 2 days , they contacted me again and the want me to get the second IMEI number for each phone on my shock I didn't even know if 1 cellphone can have 2 IMEI numbers and I told them it is not written down in the box where can I get it and they told me I must go back again to the service provider they will be able to track it on the system and I asked the game protect people why when I went with the cellphone boxes to the service provider didn't they block both per phone if that was possible and they didn't gave me the answer. I went back to both service providers which is Vodacom and fnb network and they told me they only blacklist the phone with the IMEI number that is written in the box and they cannot trace the second IMEI it's untraceable and at fnb they advised me to rather call the phone manufacturer which is Samsung SA which is I went through all that and Samsung SA gave me the reference to provide it to Game protect insurance on the affidavit stating that they are not able to track the second IMEI it's written at the back of the phone , the phones I lost and there is no where else to get this second IMEI the game protect is looking for. I've done everything I had to do and I didn't don't get the second IMEI number. Game protect is telling me it's one of the legal requirements for my claim to be approved, and my question to them was that if it is the legal requirements from me why did they carry on deducting my money if I don't meet the legal requirements they said an email was sent to me when I joined the insurance they said the email wanted me to dial certain number in order to get second IMEI and emailed it back to them which is they noticed that it was not sent to them and they carried on deducting wanted to catch I am not happy at all they are victimizing me more than that armed robbery I had requesting for something they know I will never get it while they never miss a month from deducting from my bank account. My biggest complain is the victimization of letting me to go more than 3 times to police stations, several times to service providers, using money to travel to all these places using money to call them and to email things to them to travel several times to their game stores looking for help I can get and I even spend money of doing my other commitments to buy me a cellphone while I m waiting for so long for game insurance that I don't know when I will be helped and I spend other days out of work trying to solve this problem with game protect insurance.