Unhappy client

I made a claim two weeks ago as I have the miMotor combo policy. Nkululeko Sithebe is the one assisting me. When I finally received a disclaimer form this week after waiting one and a half weeks, I signed it using a fill and sign app on my phone. However today I'm being told that it is not signed correctly as they see boxes that are not visible on my side. I sent it back on Tuesday and received no feedback instead I called to follow up today but they are telling me about boxes that I don't see. Can someone please assist me with finalizing this claim. Claim number :C***