Persian Carpet Claim

About 2 weeks ago I submitted a claim for a damaged Persian carpet and was allocated to Wendy Meyers. She requested an assessed report from a reputable Persian carpet company which cost me R700 and I diligently supp****. After submitting the requested documents., I heard nothing. After 3 phone calls was advised the claim had been handed to Chanelle Fourie who asked me for exactly the same documents. I sent through the same documents. She came back requesting additional information which I provided. She then called back to say to avoid wasting my time & hers she will be sending out an assessor to assess the carpet. Then why make me pay R700? I trust the monies will be refunded? It’s now 3 emails later and I’m being flatly ignored. Chanelle makes me feel like it’s her money from her pocket that has to be paid out. I no longer wish to speak to but rather her superior and I’m hoping they finalize my claim today.