no sense of urgency

we log a claim via third party which is Cib in this case, they ask for documents which we did provide but for some reason there was a document which was needed and we didn't include to the documents we sent the cid agency they didn't bother telling us about I had to call and ask them whats make the claim to delay, it was when they told us that a document is missing.<br> <br> I sent the document to them and they told me they will assign the claim and will come back to me I am still waiting.