FNB INSURANCE IS STALLING ON MY INSURANCE CLAIM

Last week Thursday my wife and I were armed ******... We reported the incident with FNB insurance we were told of the next steps... We spent the entire reliiving the awful traumatic experience explaining what took place that morning first with FNB, secondly with service providers and thirdly with the SAPS. After all that, I submitted CASE number as well as the ITC number. After all that effort, the next day (Friday) FNB asked for a 'proof of ownership' as well picture of the boxes of the ****** phones. I told them I don't have that information because we have had these phones for a while, also one was bought from Facebook Market we didn't have a box and another was gift from a friend also didn't have a box... I haven't heard from them since last week Friday despite the two follow up emais I have sent to them.

To make this matter worse, I met with friend on Tuesday who's white and she told me her phone got ****** a few weeks ago and all she ever had to provide was an ITC and Case number... And has never heard of these ridiculous asks I am getting. Her claim was was resolved within 5 days.

I have questions: 1. How can the same insurer have a different policy when it comes to race, am I being discriminated against? 2. Why was the 'proof of ownership' not required when I took the insurance? 3. Why are we not offered trauma counselling by the insurer. 4. Why should one run around after they have suffered a traumatic experience? 5