TFG CELLPHONE INSURANCE

I'm really not pleased by the service that am recieving from TFG, i misplaced my cell phone last week friday and went to report it at sasolburg foschini i submitted my affidavit stating how i misplaced my cellphone together with the ref no from the police and ITC no, proof of insurance, as well as the reciept. Now i today i recieved a call from the lady who assisted me that the insurance said i must go to the store to call them and explain how i misplaced my cellphone, which is i already did on my affidavit if they want me to repeat myself telephobically

1.Why don't they call me, is it because am i the one who needs a help? 2. Why don't they give me a number where i can call them if they are unable to call me?

3.I work office hours, i had to ask for a half day to visit your store and report my cellphone. I knock off at 4pm which she said it will be impossible for me to visit your store after 4pm.

Is this how you treat you customer's when they need your help?

Can i kindly get a response that will resolve my issue.