Cellphone Claim!! Such incompetency

I opened a claim for my phone to be repaired at Edgars Menlyn on the 12/12. I completed the form and was given a copy. On the 19/12 i received a text massage that said " We've received an incomplete claim form. Please update and resend to ********** or phone ********** 748. i called the number and was told that they erecived the forms from Edgars but they cannot open them so they cannot proceed with my claim, i need to follow up with Edgars, because they Finrite do not do follow ups. I then drove to Edgars to inquire, the lady at the store then called the same people and she was told that the forms are in the system and they should check in 14 days. So i have two questions for Edgars. 1 If i'm insured by Edgars and i competed the forms, how is it my responsibility to follow up with them again to send the forms to their third party company??? 2. The number that I called, which system are they looking at that says they didnt receive the forms whilst when being called directly by Edgars suddenly the forms are received. I do not have time for this kind of incompetency!! Who will compensate me for my petrol and my telephone bill following up with this claim!!

I want clarity!