Repulsive Service

I bought a tablet for my son and insured it with Hollard, the tablet fell in January and ever since I am struggling to get assistance from Hollard, first they refused to help me without a serial number even though I had an IMEI number eventually in February one of the store assistants got through to them to register a claim, unfortunately they are now refusing to assist me with the claim until I give them a motivational letter...why should I pay someone to inconvenience my life? If they do not sort this out immediately, I have no option but to take it up with the ombudsman. They are good at selling you a product and debiting your account but refuse to do anything else to assist you...