[mothered]

I tried as you suggested me, telling them i have covid symptoms and i could not exit from home, they told me that in anyway without the police report thy couldn't proceed, after that i told them about the urgency i had because i had no money and the phone was supposed to be a gift to my mother's birthday wich is next week, and i got the same answer can't proceed without the report

I've mentioned countless times that a claim (predominantly) cannot move forward without a police report, and this certainly confirms my statement.

That aside, you can still save the SE. Are they requesting you to email It In the form of an attachment?