Cancellation and left high and dry

My nightmare started in Singapore. My flight to Perth was delayed for several hours and finally took off at past 8pm on the 07th of Feb 2010. We arrived at way past 2am on the 08th. I thought that was bad experience as this was my first time on Jetstar. So I put it out of my mind.
On the 20th Feb Jetstar rings me up at 1pm and tells me that my flight JQ109 to Singapore was cancelled due to a mechanical fault. I had no way of getting a flight on Sunday and Jetstar offered me a replaceement flight on Tuesday morning which was unacceptable for me. They agreed to refund me the amount. I eventually caught an Air Asia flight to Kuala Lumpur on Monday morning 22nd Feb.
I had to file an insurance claim and as this was my first experience I did not know what documents I needed and later discovered that I needed a letter of confirmation from Jetstar on the cancellation. I would think that anyone in a caring environment would send the letter without being asked by the customer. Everyone takes travel insurance as a matter of course. When I finally rang Jetstar, they said they will send the letter and I should get it within two weeks. At the end of two weeks, no letter and when I rang up the local number in Kuala Lumpur they were very rude and said that "the matter is out of their hands and they are not responsible anymore as they have made the required request to Jetstar". I was astounded at this callous attitude and vented my fury at them. It was like water of the duck's back. Nevertheless, it took me two more calls to Jetstar Australia before a letter arrived dated 9th April 2010. It is interesting to note that Jetstar mail takes almost 4 weeks to arrive after the request.
Is it not simple and easy to ask the passenger whether they require a letter for insurance purposes when they inform the passenger of the flight cancellation and expediate the same? Would that not create a caring attitude towards the customer?

I for one will never fly Jetstar again and my colleagues and friends knows which airline to avoid now. I have nothing nice to say about Jetstar even if I tried hard. Till date, I have not received an apology or a call regarding the above. For those who are interested , my flight booking was F6PRPZ and I dare Jetstar to do the right thing here for an aggrieved customer.