Disappointing service from a well established financial institution

They have migrated to a new online service for AF connect yet I cannot seem to log onto the the system, I can log onto Forbes online but not onto AF connect, This is were it gets interesting I cannot submit a 2 pot claim as the only way to put a claim through is through AF connect, I have called numerous times and sent emails to the online help team with a screen shot but nothing seems to change, I have friends who are experiencing the same problem, to me honestly it looks like the company does not want us to submit claims , i was also advised that you cannot go into the branch and do it manually as the only way is online with AF connect