Claim dispute.

I'm extremely disappointed at the level of service I'm receiving from Alexander Forbes. I submitted a claim last year on the 22 of December 2015 nothing materialized when I called them they told me that the page with my account details they can't locate it and I resubmitted it. The next thing was that my ID number is incorrect and I sent my ID copy now they can't find my file and the part that really gets to me is that no one ever informed about these problem until I called them. Although they will premise that they will update me via my email. So is this the way you conduct business.