Claim department horror.

Now in the 3rd week of raising a claim. All the information required i have sent, been following up on the progress but each time it seems as though we are starting the claim from the start, yhoo, why is the service soo poor? Why are you not letting me use my own service provider if you know yours don't resolve the issue timely, why is this taking longer than it should???? Yhooooo No!