Poor service

The service I received from the consultants is very poor and if I knew I would have opted for something else.I had a house breaking and went to russells furniture shop to assist me with the claim and they sent my documents on the 14th but to my surprise on the 20th I called in and was told that no claim was submitted and there were no documents received I asked the lady to check then boom she told me the documents were received but nobody bothered to process the claim.

She promised to process it and I will get the sms.Today the 22nd I called in again and to my surprise nothing was processed and the lady I spoke was kind of rude to me I explained to her that I called in and was told that it was being processed on Monday..All I need to know is what must a person do in order for the clam to processed?why is there no communication at all.If this is how you guys operate then it's a disgrace