Agent telling me no more is required,just to find out by another agent that more is required

So i submitted a claim on the 02/01/2022. Logged a query on the 04/01/2022 if there is anything required from my side in order for the claim to be processed. Received the first phone call only on the 05/01/2022 which was followed by a call from Ash on the 06/01/2022 to tell me he will be dealing with the claim. During our discussion he told me that he will be sending me a form to complete and i also need to send photos of the condition i found the vehicle,before ending the call i asked him is there anything else he requires in order for the claim to be finalized and he said no and told me he will contact me today 11/01/2022. I logged a complaint with regards that my claim wont be delayed any further nor would i be penalized for the delay in getting a call yesterday 10/01/2022. I received a call from Marilize today an agent that is very helpfull and friendly, she told me that Ash is currently very ill and that she has taken over my claim. During the call she asked me for more items in order for this claim to be processed and finalized which i do understand probably forms part of the requirements,but what makes me upset is the fact that when i spoke to Ash i was told nothing further is required from me. If he told me on the 05/01/2022 of all the extra i could have done it over the weekend and submitted it by yesterday 10/01/2022,also take note that the form he was suppose to send was never received and the form that Marilize was going to send still has not arrived on my emails(inbox or spam). So now i have to try and get quotes from the stores that supply the specific items that was ******,might i add that after speaking to 3 of them requesting quotes they all told me i need to go in store for the quote to be done,which i only can do on a weekend as i am working. That means my claim is going to go on for another week as the quotes can only be obtained now over the coming weekend and then submitted by next week monday then i have to wait the whole of next week still for it to go through all the processes and assessments before any finalization is in sight and this just because of the agent Ash not telling me of everything else that will be required for this claim when i asked him if anything else will be required.