BAD ATTITUDE

I lost my car spare key about two weeks ago, and on making sure that I can't find it I called Absa for a claim and I was told to first get a quotation for changing the keys with my car manufacturer, which I did. After getting a quotation I called back again on Monday 25/01/2016 and logged a claim with Noreen who told me someone will call me back within 24-48 hours. Out of panic, and insecurity when no one called by 28/01 I called again and spoke to a Mohamed. When I said I'm not pleased by the late turnaround time, he told me that this is a small claim there's no need to complain about it, they are a busy call centre I must just send the quote. He then asked me why didn't I report the lost key to the police. How on earth was I to know that I had to report the key if no one guided me to? How can an insurer tell me that they are too busy to handle my claim & it's a small claim while I am sitting with one car key? Don't we take insurances for security reasons? Would Absa cover my claim if my car would be ****** while I am sitting with one key with no idea where my spare key is at?