Need documentation for stolen phone for Travel Insurance

My phone was stolen in Paris two weeks ago.  I’m now trying to get TMobil to send me the documents to provide proof to my travel insurance.  I have talked/texted/chatted 9 times in the last two weeks.  TMobil says they will call back and say they will upload the documents in 24 hours.  Nothing has come through, no emails, no documents in my account no call backs.  what’s next.  My claim will soon elapse and I’ll be out $1100 because of TMobils terrible customer service.

What do I do now?

HELP!!!