Claiming made horrible

I called in to claim from the SA warranty , the person on the line made it very hard to for me to actually get what i want from them . I asked him to send me a copy of my cover and what it is I can actually claim for because I had already made a the payment for the service. Instead of sending me the cover he wants my invoice so he can see if i qualify for a claim. It is twenty four (24) hours later and no counter response has been sent to me. <br> <br> I have no copy of my cover and no idea what it is I can claim for <br> <br> If his attitude was better this wouldn't have become a problem.