Bad insurance service

I have a cellphone insurance with Edgards recently lost my 2 phones and claimed on Monday today I called to do a follow up a got a consultant by the name of Kgopotso who couldn't help me because she only see 1 claim I was surprised because i did the concurrently then I asked her to capture the second claim whereas she refused and was pushing for 1 claim but I got sms confirming 2 claims and also she refused for me to go to store to pay excess and kept on insisting I have to pay via standard bank but I'm shocked how whereas every premium was paid at store on time.