NO FEEDBACK WITH CLAIMS

2weeks ago i submitted a claim for a laptop that was ****** and i was told i would get feedback within 4 working days but i never got a feedback. When i called the claims dept this week, i was told that i should submit a proof of purchase. I don't know why they doing such tactics because why was i never asked to submit this when i was lodging my claim??It's been over 2weeks now with no laptop and FFW says they want a proof of purchase but never asked for this from the start. If they cared about my claim someone would have called me and told me long time ago what was needed from me. My son also lodged a claim a week ago for a cellphone and up until on this day we haven't received any feedback on the claim. we were promised we would be called on the 16th latest but today is the 18th and no one has even told us what is happening. this is terrible service honestly. this service is very slow. i have been paying my premiums every single month but when i need assistance for my claims all i get is poor service like this.