second bad experience

This is my second bad experience with King Price, and I don't understand why it always needs go get to this point when it comes to my policy. I got ****** at gunpoint on Thursday night, I called in the following day at King Price seeing that their app was not allowing me to make my claim. I spoke to a lady who we both agreed she'd call me on the Sat 26/06 at 08:30 because I was still understand trauma and couldn't talk. I never got the call. I call in again on Monday 28/06 and I speak to Thabiso Mashaba who undergoes the procedure with me and asks if I could email the required documents. I email my police statement, I'd copy and itc number and phone box pictures, till now the email is queued up because of his mail box being full. It is not fair because I am struggling to get anything done without a phone which was covered under king price, let alone the 2 more documents that they required I need to go directly to Vodacom headoffic3 which is out of my way of doing now we here again. This is unacceptable King Price. As a loyal customer I do not appreciate this.