Bad customer service

I reported a lost phone to Jet in Springs, I followed all necessary protocols of obtainning an Affidavit, case number and filling the forms in the store. I got a confirmation from my wife as used her number for communication pursposes. Tuesday morning the 27/10/2015 I called Edcon to follow up on the progress and I spoke to Lesley Zuma, he said that there was someting missing on the Affidavit done by SAPS whom they found my case fit and strong based on the info that I provided, its not vene my hand writting I only singed the Affidavit. But Lesley Zuma did not question what SAPS has written on the Affidavit, he actually said there is a possibility that my claim will be rejected. FUrthermore, he said that it was going to take 48*2=72 equivalent to four days from the day of receipt, and later he said it will take 7days. I am not sure if this is how we as client need to be treated by Edcon staff, it doesnt matter how I make the payments for my insurance for as long as I pay Edcon is happy, So it doenst matter the nature of the loss a claim must be processed like any other claim, Lesley Zuma customer service and product knolewdge was not impressive, he is an enforcer not a helper.