How NOT to claim

Our Laundry burned down on Saturday, we reported it immediately, and was requested to do report the matter to the SAPS and call on Monday, I called the ***number to require what we should do now, it was around 13.30, the lady had no idea what to do took me and my wife cell phone number and will ask a consultant to call us. We have no idea what to do since our washing machine melted and I cant clear up in case a assessor must come look. This is the 2nd time I have to resort to this measure to get any joy from you. Why spending all the money on advertising if you cannot deliver?