Budget insurance has failed me!

I put my claim through in November it was approved and I was advised by their call centre agent that my claims was approved and the money will be deposited in the next working 3days. That never came to pass, when I called the call center again I spoke to rude lady that hung up in my ear when I requested to speak to the floor manager. I am now being told that my claim wasn’t processed as I didn’t send the original documents. It was never communicated to me that I need to send through the original documents. There was no communication from budget insurance. I was the one doing the follow up. I am so disappointed in Budget Insurance and their team.