cell phone insurance nightmare

I lost my cellphone on Sunday morning and i immediately blocked it. I call the insurance and asked what was needed from to submit a claim, they mentioned an affidavit, ID Copy and the proof of payment. I sent all those on Monday the 2nd December 2019 and today 05 December 2019 when i call to inquire they telling me that I sent wrong items and all that...now I have to go redo the documents and add the waiting period. Can we please be assisted at the same pace as they debit our accounts