poor service

I have lost my tablet on the 26/06/2015 and made a claim at gamesure which is an insurance company that i joined after i joined at game after i bought my tablet my tablet.on the 27/06/2015 i called gamesure to claim it as i insured it with them.they advised me to send them itc number and case number and i ouldnt get all that because i am using a tablet and it didn't have an imei number.i couldn't blacklist it.it only had a serial number.gamesure was very aware of that.i was then advised to write a motivation letter why i couldn't blacklist my tablet. i did just that and faxed it on the 28/06/2015.when i call them on them and they told me that the didn't find the documents i have send them, and they told me that they still haven't received them, i send it again on the 4/07/15 ,and i called them agin on the 8/7/2015, they told me that they still haven't received my fax which i dd send immediately ,and i was promised to receive a feedback after they received it.nobody called me.on the 10/07/2015 i have send them the documents again and called them the next day and 11/07/2015 and they said to me i will receive feedback in 72hrs and still no response on 20/07/2015.