Unecessary back and forth in assisting with cellphone claim

I’m venting my frustration with sbib - I lodged a cellphone claim. I would’ve appreciated a once off email or during my interaction with Gugu Zwane over the phone , to hear the exact list of things required for the claim. At first , I was told in addition to the box , ITC ref number , that I needed to submit an saps affidavit. I submitted these. Gugu emailed and stated that the BO number stated was not sufficient and that I should get a case number. I sent that to her. Thereafter , Gugu then requested a new affidavit. My questions to her were why as I’d already submitted an affidavit and the only thing o/s according to her was the case number, which I sent. Now what is the additional affidavit for ?? Why such a tedious and unecessary process. I never received feedback from her since Friday. I get the feeling that the goal is to unecessarily delay the process. It’s not even pleasant to visit the police station, let alone 4 times !! Unprofessional.