O2 denied cell phone repair?

I got a Huawei P30 Pro in July when I renewed my contract and took the "premium" version of the cell phone insurance. There I'm promised to get a new device for any damage within 24 hours. Last week my cellphone unfortunately hit me and luckily it only jumped the back.

Yesterday I was at o2 because of the insurance (the insurance is called Telefonica Insurance. In other words, it belongs to o2.) But I'm refused to repair or exchange it on the grounds that the sticker with the IMEI is missing on the back of my cell phone? I even had the original packaging with me and there you can compare the IMEI and serial number. The cell phone can also be operated. Say you could easily compare the Imei directly on the phone.

What can I do now? I'm not paying insurance that I can't use just because a sticker is missing? Is that legal at all?

Set deadlines (2 weeks). If that does not help, heise Verlag publishes the Caution customer section. Otherwise, take a lawyer

What can I do now?

You will have no choice but to go to a lawyer.

Is that legal at all?

The lawyer will also be able to tell you that.

The imei number can also be found in the system of the cell phone or on the box of your smartphone. That is a stupid reason. First threaten that you will go to the lawyer.

If nothing still changes, you could go to the lawyer.