Cell c Complaints - they refuse to block the stolen inorder for me to claim form insurance

my daughter lost her phone on the 9th of January , so the insurance said its fine we must phone cell c and ask them to block the phone. when we call cell c they asked her question that she does remember some but not all question. I told them we can e-mail them the insurance document with the IME number that will prove that she is the owner of the phone. they don't want to accept that, now i don't understand because we can prove to them that she is the owner of the phone with a document so what is their problem because she cant remember all the questions. policy document attached under all risk you will find the details of the phone

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