Poor communication and bad client service

I filed a claim on the 28th of October Alexander Forbes. I do have the app and I have been tracking, it was stuck on registration stage till the 4th of November. On the 5th it changed to Tax and it has been there for full 3 days stuck again, no communication of any sort. When I called in today I was told that its my surname that is a problem and I was asked if I never changed it, to my surprise its not the first time making a claim and I never experienced this problem. Am wondering how they have been managing to pay my claims all along! I had only became aware of this when I personally called the today. Their communication is so poor and give bad client service for such a big company. Am so stressed now because all my staff is at standstill and am waiting on money that I cannot even locate and plan accordingly. I was told to email my bank statement and Identity document to *** and I will get acknowledgement of receipt of my documents but up until now nothing. am not sure whether they received the documents and that they are working on my claim or what. Its so frustrating 😫