Claim 36986: Perceived Lack of Support

My wife and I booked a package tour through 3GTravel in order to visit Germany and the Netherlands for the 2020 Oberammergau Passion Play and a André Rieu Concert in Maastricht. We extended our tour so that we could spend more time in Amsterdam at the end of the official tour. As ABSA/Visa clients and because we booked our own flights using our credit card we opted for Bryte Insurance Company for travel insurance (Top-Up). Obviously this tour was cancelled due to the present Covid-19 pandemic. We managed to get some monies back (about 60%) from the tour operators and about 10% from our hotel in Amsterdam (booking.com) and subsequently submitted a claim for some of our lost funds. Sadly this process has become totally unacceptable; the total disregard for us as pensioners (with a dream to attend the Passion Play), the constant stream of instructions for additional information (from copies of private credit card statements to communications with hotels/"booking.com", invoices, breakdown of package tour costs, etc) leads me to believe that this company has no interest in resolving my problems and are trying everything in their power to delay the process until such time that I surrender in disgust. I certainly am surprised that ABSA and VISA have any links to this company as it does not meet any standards of reasonable service.