Very confusing Nedbank Claim process

My call for plumbing help was answered by someone from Telesure Group (digicallgroup) from Fogi. Unfortunately the claim was not registered by them on the Nedbank Insurance system. DAS has requested Nedbank twice per email for a claim number which you have not yet provided them. But why? I also want to know that none of my emails sent to *** have been responded to. Why have the email address there if you are not planning on replying? It took me 22min on the phone now trying to register the claim. Why am I doing your work and paying for it?