Insurance claim

I went to the markham shop at the glen to submit an insurance claim in regard to my cellphone i supp**** the so shop in mention with all the documents that was required from me and they took it, i recieved a call from them but was unavailble at the time but what is upsetting me now is the fact that i went to the store for a follow up personally and they told me at the shop that they have lost my documents and that the shop is under new management and this is unacceptable because to me this means when new management comes in the old customers papers or details are thrown away im still waiting for the follow up call