Unhappy customer

I have been with Miway for the past 2-3 years. I have never claimed. Recently my fiancee was ****** at gun point and they took her gold chain and cross. When I took out my Insurance I was told we would be covered for R76k for unspecified items, but when I now claimed I was told it is R1500-00. I am waiting for Miway to send me the recorded conversation to clarify the issue. The claimed was registered about a month ago I have not had any feedback in the last 2 weeks. I was informed they would have to convert the recorded conversation for me to able to listen to it, and then the manager would send it to me. Which has still not happened. My fear is that when their IT department converts it, what would stop them from editing it and cutting out that part of the conversation?