Confusing request ???

After very stressful process of my claim and radicals questions and request what I shuld do, my claim was accept and I recover lost money.1 off the shocking request by call centre agent was. First ask me to get refund from the jetstar when I spend 3 hr on the mob and finally get aproval and received CRShe ask me to call them again and reject the CR voucher.So she can pay.I dpnt understand why she put me to that stress when I have been under stress already with my daughter car crash which was the reason for claim.

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