Poor Service!!!

I received a confirmation on 24.03.2015 that my claim form was received Ref: CRM:***. When I phoned last week they told me they require my tax number. Why did no one tell me after receiving my docs that they require my tax number, why did I have to call. This tells me they never processed my claim because if they did they would have picked up they need my tax number. I am so frustrated you guys are useless seriously. I have to phone almost everyday. Here are all my ref numbers CRM:***, CRM:***, almost 2 months and my claim is still not paid out.