horrible claims process

I have had an awful experience with this company. I have a household insure and 2 cellphones. One the 1st of June I lost one of my Phones and claim for it initially the claim was going well when it was handled by Nonhlanhla Moraka I even signed a refund letter for her to finalize the claim. all of a sudden my claim is moved to Vincent Manaka the most useless person I have ever dealt with. He has been giving me the run around asking for things that dont exist. he asked that I get a last use date from the phone provider. I called and asked for it they said they can only send the data usage and call log for the phone he then told me I need to go to the branch to get it. I went to the branch and even called him, to speak to the consultant there and he was told theres no such a thing. what I was initially given is all they can give. he is still not satisfied it seems to that he is actively looking for reasons not to pay my claim.