Pathetic Service!

I have been paying my insurance since last year I have been calling Finrite since Tuesday to log a claim and to submit all the necessary documents then I was told to go to the store after 15 minutes and when I got to the store I got told its still pending some documents. When I finally get hold of you guys after holding for 30 minutes I get told my claim is not approved. Why wasn't I told about this at the start when I had to claim?? I have been going back and forth trying to get all the necessary paper work and calling you using my own airtime and no one bothered to tell me that it will not be approved! I didn't even get any communication that my claim has been declined!!!