Claim of Laptop

On the 3 of August my laptop was damage, I contact the Call centre and talk to Sheryl she give me a claim nr and I told her that I already take my laptop to IT company to see what the damage are, she told me that I must sent the report to her when I got it, I done it after few days I hear nothing from her I contact again her and then I got hold of Nina she told me Sheryl are not at work from the Monday but I must send it to her I done it and she send me an email she got the damage report, so I wait for nearly 2 weeks I contact my broker they comeback that A&G are waiting for my instalment, so nobody at A&G have inform that to me, on Monday 20th July I contact my broker again because A&G do not come back, The my broker inform the me that they will contact me the same day no that did not happened, after a day a lady phone me she told they only go to pay out R4299, and my access are R850 they going to pay only R3449 in my bank account, my question to A&G are I specified that Samsung Laptop for R7400.00 why are they only pay the less the half out... I am not very impress with A&G how they handle there customers, or must we Pay for mr Steyn village also