Bad Service

I called in on the 30.04.2018 and spoke to Cidelia from csurance to query on what I need in order for me to lodge a claim and I was advised that I need to get an affidavit besides other documents that I need to send and I made her aware of what happened to my phone and nowhere was I advised that I need to get a case number from the police station. Now when I want to lodge a claim I am being told that I won’t be able to lodge the claim as I don’t have a case number. I called in today and spoke to Sipumelelo Ndlovu were I was advised of the same and I asked her to send me a mail stating that you won’t be able to assist so that I can take it to the ombudsman and she mentioned that she will send it to me which I still have not received. Please send me a mail advising that you won’t be able to assist me with lodging my claim urgently.