Hollard and CSurance are daylight ******s

I have an insurance policy with Csurance which is administered by Hollard. I took a taxi to Brooklyn mall and discovered that my phone was missing after I had already entered the mall. I put in a claim on the 02/09/2020 at Brooklyn mall with all the documents required for the claim, I received ticket number 752031. They said it would take 24-48 for the claim to be authorized. Today at 08:00AM on 08/09/2020 I called the Csurance Contact center, I was then assisted by Lindo who said the cell number had not been updated on system and would be escalated so I should call again At 12 to get the access fee, I called at 13:20 PM on 08/09/2020 I was assisted by Mercy and still no update and then I receive an email requesting I send in an affidavit that was already submitted by Kate at Brooklyn on 02/03/2020. Why is there a new problem every time I call? Why wasn’t this picked up when the claim was first filed but I’m paying for a service I can’t even use. This is not the first time I have issues with Csurance they send a policy schedule showing my phone was insured for R0.00 but were still taking their debit order every month.