Poor service

On 11/05/2015 I had my ****** and i reported at the police station on the same day.I was told i will be sms'd my case number so i should go back home and wait.I have cellphone insurance with TFGS since 2013 and I have never claimed before.I went to Bridge City Markham and i gave the guy my paper work so he can process my claim.I went there 22/05/2015 to check if there was any news any news the same guy I spoke to said he will call me today 25/05/2015 and he called me saying i should go back to the police station to make another affidavit stating why I did not process my claim within 48 hours whereas i did advise him the reason I did not come within 48 hours,mind you I am working i dont have time to go back and forth to the police station.Had i know it was going to be such a hassle claiming for my phone I would have NEVER taken my insurance with you guys.