TERRIBLE claim process

I am very upset and disappointed (to say the least) with MiWay's claim verification process. I logged a claim on Friday (29 May 2021) and provided all the necessary information to Pieter Otter - the person assisting me with the logging the claim. He informs me that he will get back to me within 48hrs with feedback on the status of the claim. On Tuesday (01 June 2021), I had to call MiWay for feedback because no one has gotten back to me, as previously indicated, where I then got through to a different consultant, therefore asking her to provide me with feedback. Only at 18:44, I got an email from Pieter with feedback and further requesting me to provide them with a copy of the affidavit/ statement that I had done with the police. For one, this was not discussed in our initial conversation with the consultant, secondly, now I am put in a position where I have to take time off work to go to a police station to ask for a copy of a statement. This is such an inconvenience following the trauma of what I went through, hence I am putting in a claim. The verification process is said to take 5-7days - how? When I need to replace my lost possessions as soon as I can. I pay my insurance premiums with no hassles and no delays, the least they can do is attend to our claims hassle-free as they always promise when taking us on as new clients. I AM VERY UPSET about this!!!!!!