Bad service and misinformation

On 16 Feb I lost my phone and I put in an insurance claim for it on the 17 Feb. After going back and forth with your insurance company about receiving faxed insurance claim forms which initially they refused to receiving because I'm if I didnt call to check if they got them, I would have waited for them to process my claim of which it wasnt going to happen because they dont check for claim forms till the claimant calls and asks them to. I was told by the insurance that my phone can only be picked up at an Autopage store even though I told them that on the I stated that it be dropped off at my workplace and they gave me a lame excuse that the couriers will get lost and its common knowledge that couriers use GPS system. I went to Southgate Mall Autopage on the 23 Feb to get my phone and do a sim swop and to my surprise the man at the store told me that my phone hasnt arrived at the store because if it has arrived they would have called me to come fetch it. He didnt even bother to look for at my ID and proof of residence to confirm even though I insisted that he look at them and search if it was indeed not at the stores because I told him that I received and email confirmation.