I requested proof of usage and blacklisting for an insurance claim as my daughter lost her phone. The first document I received showed the incorrect IMEI number and this is where the problem started. She has been using the same iPhone 13 handset and eSIM since joining ID mobile last August, however they are telling me there is no evidence of usage for the correct IMEI number on the ID network. We have the IMEI from the original box when we purchased the phone, which is the one provided to the insurance company on taking out the policy and it is the same one shown on my daughter’s device info when she logs into her Apple iCloud account, so why would ID mobile have a different IMEI? I have wasted hours so far, sending emails and speaking to the Live Chat agents. One supposedly escalated the issue to the technical team for investigation and gave me a reference number. Firstly he had tried to tell me that we had not been using the SIM long enough on ID Mobile for the correct IMEI number to register on their network?! A quick search online told me this was absolute nonsense. When I said that was incorrect, he eventually told me the technical team could try to update the IMEI so that they would be able to provide the correct proof of usage document. When I chased this up yesterday, another agent then told me this was not possible. Apparently there is no proof of usage for the IMEI number I provided so they cannot provide the document I need. This is totally unacceptable and means I can’t progress my insurance claim.