I am in the same predicament. Please can I be sent a letter or email also? I called your team last week on Friday to tell you that my daughters had been stolen. Whilst the agent was ordering a new SIM that they could blacklist a 3rd party device. I called a short while after to obtain proof of this along with proof of usage and proof that the SIM was replaced. I have called several times and been told in at least 2 occasions that it could be done and had been requested. I was advised to call if I did not receive the required documentation today. I call and I am told that this cannot be done. Even after speaking with Customer Relations. I cannot claim on the insurance without this and the device cost nearly £700! My daughter is 13 years old without a phone. Please help!