Extremely poor service on claim

Extremely unhappy with the service received from Bettersure. First time I want to log a claim and I received this bad service. Logged a claim in June and was advised via email that the claim was logged successfully and that they will get back to me. After several follow-ups and no reply and phoned in on 29 July. Was told they can't find my claim and that they will now log the claim and that I will receive a SMS with my claim number. I phoned in today (30 July) to follow-up on when I will receive the SMS and I was told that they can't find my claim.