Claim is settled - then Power Abuse

On Monday 28 Sept I initiated a claim for ****** cellphone ( Note 4), a Jonathan was helping at the time I send all the requested info, imei blacklisting , case no and proof of purchase, then a Leone Swart came and wanted an itemized billing and proof of purchase again which I submitted on thursdy 1 Oct., then silence again. I purchased a phone and added it on my cover and the premium has already been deducted. Tuesday 6 Oct Leone sends email that claim is finalized andthey will replace the fone. I inform him that I have already purchased another fone and if he checked my cover he would see that and I asked him to settle the claim directly to me. Then on 7 Oct I call to follow up and speak to Thulani (GodfreyN) who tells me that a Jeremia has written that my claim Should not be settled, he wants me to submit proof of purchase of the new phone and an old phone and itemized billing AGAIN. Now what is this? Is this now about personal egos? No one has bothered to speak to me or tell me whats going on...