wants to replace my R3000 necklace with R399 one

Logged insurance claim on Friday,22 May 2015(incident happened on 21.05.2015)...waited 2days for someone to respond(after i had to phone them to follow up).Felicia said that they would book my car for assessment to see if damages to the boot lock,but never did - but now they say they cannot pay xyz because of insufficient proof of bootlock tampering. So why didn't they assess my car first?the person assigned to my claim/log was Felicia-who took all details but a few days later, a Lauren phoned to ask me exactly the same stuff as Felicia didn't write everything down...also, i sent proof of Sterling silver necklace which i purchased in Dc 2014 R3000-they want to replace it with one for R399 and bracelet for R399 - LOGIC someone?Everytime i give them more information-like they supposedly require- it takes them exactly a week to get back to me (because they are short staffed due to people having the flu, etc and they can't phone back on a Monday cos it's their busiest day).my Laptop was ****** - i don't have a receipt - UNITY doesn't want to pay because it falls 5 days shorts from being older than a year old (items under a year old - might need proof of ownership)REALLY NOW-HELP!!!