Ambledown Financial Services - Very poor experience

Dealing with this company has been my worst experience of customer service ever. Getting double messages is the first I'd like to highlight, e.g. yes you are covered and then no you are not covered and then yes it seems you are covered. Another example: I get an email asking for information from Discovery which they need to process my claim. Fair enough but then, before submitting this, I get a mail stating that my claim was registered and that it would be finalised within 10 working days. Of course, nothing happens within 10 working day so query the process. Then comes the reply: we need the Discovery information. Their process is so tightly ringfenced which makes it impossible to get to speak to a manager. I have now submitted the Discovery information and wait with bated breath for the next rabbit they are going to pull out of the hat. There seems to be a well-devised plan in their claiming procedure to ask for bits of information and then escalating that to making more complex requests. The idea behind this to frustrate and tire claimants out with a hope that they will just opt out of their claim?