Bad Customer Service & professionalism

I submitted a lost Cell Phone Insurance claim at Egards Menlyn, My Son took with him my Phone and lost it at the play grounds, He is 121 years. I wrote the same description and i am told i need to give more details,What will add which i do not know? what do i add which i was not told? I reported this matter at the police station and made an avid-avid, with the same description. My Son could not give a detailed story of what Happened, expect he took the phone and lost it. As a Parent i did ask a million questions to get a clear picture of what happened, i could not get answers. What type of service is are they giving to ask me to add on what i have explained before, that statement will not change, i pay them to protect me and reimburse against such cases, what else can i provide to them on the statement provided.