Worse service ever!

Worst service ever. I specifically phoned them yesterday in regards a 2 hour delay and if it is possible for me to claim that time back as the policy only stated R400 per 3-hour delay period, up to R3,000 and i was told yes i can submit a claim for this 2 hour delay and the reason why i phoned is because their policy wording is not clear on delay periods so i took the time to get the correct documents to need to submit a claim. I have submitted a claim yesterday and all of a sudden they cant proceed with my claim because my flight delay was only 2 hours and not 3 hours!!! Seriously why do i as the customer waste my time in phoning to get the relevant information. Another company that ****s people, you don't even get peace of mind when you take out the cover for your flights. Time does not mean anything to them as long as you pay your insurance then they do not care at all about you as the client and the time you could have spend with loved ones. Its time that was taken from you that you will never get back. Time doesn't mean anything to anyone anymore.