Poor LISTENING skills

I am not very happy with how Hollard registered my claim - claim reference 911258- as the FIRST call centre agent I spoke to to register the claim did not apparently hear me when I said that I don't have the full details of the incident and how my wall got damaged by a THIRD PARTY. In any event I hope Hollard does chase the 3rd party's insurer i.e. AON Administrators on behalf of SANTAM to recover their monies and refund me the excess of R350 I paid to their contractor.