Problem with phone insurance claim

SubzN17

So in a bit of a weird situation.

I've recently lost my phone, I've reported this to the police aswell as my network provider (EE). Currently i'm going through insurance claim with barclays tech pack, EE has sent all the required documents over and I've forwarded this onto my insurance company. 

All is well until the proof of barring proof was rejected. Insurance said the phone is not blacklisted on the national database called ceir (central equipment identity register) and are unable to continue with the claim until this is done. When speaking to EE  over and over again they are adamant they can't do anymore on their side as the phone's IMEI is down as blacklisted and wouldn't work on any other networks  however when I type the IMEI to check the blacklist status on any other site the phone's IMEI is coming up as "clean". 

When telling Likewize EE has done everything they can on their end, Likewize are dismissive of it and keep telling me over and over that "we know EE can add it to the database (ceir)" 

Any help and advice would be greatly appreciated as i feel stuck in the middle between two companies that keep blaming each other.

Thanks

Annemos

Just a thought.... could you also try the other part of the forum... they might be able to help you with the concepts. 

https://forums.moneysavingexpert.com/categories/mobiles

SubzN17

Thank you will do that.