Cellphone claim

I sent my claim documents and when I call for a follow up at Finrite, I'm always getting agents that are rude and have attitude and they tell me that they haven't received my documents. How many times must I send through the documents so that you can receive them? I've been sending documents to the same email that they are giving me which is ********** Instead of getting an alternative email, I'm told to go to the store. For Goodness' sake, I don't have time to go to the store that's why I am doing it myself. Please fix this as a matter of urgency