Messy service from Budget insurance claims

I have launched a claim for my cellphone ten days ago and have provided them with all the documents that they requested and to my fancy annoyance they keep changing consultants working my claim. The so called senior consultant cant even understand how the billing cycle works ,yet he requesting me to submit todays billing. I mean really Deon!!!I understand that insurance company is not Father Christmas, but the service that I am currently getting from Budget insurance is beyond circus movement.