Standard Bank Insurance unresolved claim

I have insurance with Standard Bank Insurance for my laptop computer. This computer was ****** in 2014. On activating my claim, I was required to submit the normal documentation (police report, proof of owernership etc). No problem. Except that I bought my computer in 2011 and was struggling to get copies of contracts out of the supplier. Several back and forth phone calls and emails to standard bank insurance later, many of them on hold, people not responding back, repeating my story to people who don't listen to me and who give me conflicting advice, I submitted some documentation for my proof of ownership. The initial person handling my claim had long since ceased to respond to my emails. For the past couple of weeks I have been phoning regularly for updates, no clear answer forthcoming, all docs are on system, just waiting. Today I hear, weeks on, that my proof of ownership is unacceptable. The same proof of ownership I have sought feedback on several times and never been told it was a problem - there was rather a query on model type and waiting for the voucher to be issued. I am at my wits end. I will be 'phoned back'. Whatever. Sounds like avoiding a payout to me