Poor service

I don't understand the point of your WhatsApp line really .You select all the options required and at the end it tells you to call the call center,so why make me go trough all this option. I was told yesterday around 9:30 am I will be sent a link to upload my pictures for a hail damage claim I submitted ,I'm still waiting for this link ,the time now is 4:15 pm and I was told I have until 4:30 pm today to submit.