Cell phone claim

I submitted a claim on tuesday(01/09/2020) at markhams in durban gateway mall. Today (03/09/2020) at 11:40 i received a call (from this number ***) from the store requesting a statement of how i lost the phone, He then gave me a number to call *** and give my statement again. I don't know why I have to submit another statement because I did submit an affidavit which had a statement.

I called the number and I have been waiting for 31 minutes for someone to pick up my call. I also called 4 times today and still no answers,This is highly unprofessional and unacceptable for a paying customer!