Hollard is this how you operate SHAME

I bought a cell phone from Edgar's which is insured through hollard my phone got water damage and went to edgar's completed the necessary documentation and was told that due to covert 19 hollard would send courier within 72hrs to collect the phone to my utter amazement on Friday at 17:00 hrs I received a SMS that that the documentation was not complete. What also upset me was the fact that it was purposely done at 17:00 hrs when I could do nothing about it. My phone very important to me as I had to borrow a phone and cannot get hold of all my contacts.