Why is insurance always such a headache?

I received the best response from Budget Insurance when searching for a new insurer after being ********** by my previous insurance company. They increased our annual premium by almost 40% each annum. We joined Budget in April this year. I was so excited. Yesterday morning, I phoned them for the first time to put in a claim for a new windscreen. Oh, the joys of driving on the R21. The lady who assisted me was very robot-like and difficult to understand. At the end of the call, the lady told me that Budget would send me a self-assessment link SMS to complete my claim request. I will have to complete all within 48 hours. It is now almost 24-hours later, and I'm still awaiting the link that was supposed to be sent to me right away. I tried to follow up on their WhatsApp number to find out why the link has not been sent to me as yet. This option keeps on telling me that they're not able to assist. Do I need to phone again to be helped? It is so frustrating. They are always so friendly to get your business and take your money at the end of each month. But as soon as you want them to deliver on their promises, it is a total nightmare!