Santam pay out my claim

i never before had such a experience at Santam (Hermitage). i mailed them in April 2019 our new emei numbers so that they could update the info. now that we have a claim Marianna at Hermitage told us that i did not subject the mail ADD or anything not that they told me to do so. i send her in Sept 19 a mail to add my fiance phone which she did not reply to, to ask for any info. and i assumed that they already had the info which were send in April 19 so everything were ok. Now she can share all this but before nothing, they assumed we know. it is ok for them to assume but not for the client which send her the mail with the imei numbers to assume they have the info. which tell me she did not read the attachment otherwise she would have mailed me back to tell me to send another mail and the subject must be ADD. can you believe this did send the info now it is my fault she did not read the attachment....omw no Santam we pay every month now it is your turn let me see what you think of your client