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I imagine they're trying to find a way to get it unlocked so they can reset it and sell it, and they're hoping to coerce you into giving them some unlock code or similar. Maybe the 'did you make an insurance claim' would then lead into some sort of "so you've not lost any money then - great, oh did I mention I bought this phone for my poor sick mother and she'll be devastated if we can't get it working" tale
duncs
I really don't know if it is the thief or whoever bought the phone.
The phone was locked at time of theft but unsure what would still show through with a new sim in it.
We can now remove the phone from their iCloud account which I believe (but unsure) deletes all information from the old phone, but thought we had done that before so very confused by the above.
Does removing iPhone from iCloud genuinely clear all data and remove any access to personal data? TBH, I thought we had done that in the Apple Store so unsure what to do or how to respond.