Frustration

I have logged a claim with miway and I am getting more frustration from miway. firstly when i took the house hold Insurance the cinsultant did not even ask me for my boxes and or imei numbers and now when I claimed they wanted me to send pictures of boxes and ref numbers of everything. the second thing is that when i called the first time and Roxanne said to me she will need me to badlist the phone I had problems with that MTN said the sim card we were using was not linked to the phone. now yesterday she she calls me to tell me that the phone was last used in December which is like one and half months from the time we lost the phone and they are unable to help me with my claim because of that one thing. if you look on my contract i did not specify phones there because the consutant told me that anything less than a R1000.00 cant be listed . the contract does not say anything about phones. i told her yesterday to leave the phone out and she says no they cant take it out. i have explained that my Son is using the laptop for his school work and we need it replaced urgently . I have beed with miway for more than six years and now they are treating so bad. Claim no C615350