Bad service

I put through my claim on d 14.04.16 and was told that within 48hrs I will receive feedback . I called their call centre which is a pain to go through as ot has different companies under 1 number. I finally spoke with Muhammed who advised me that their system is off line , he took my details and promised to call back of which he didn't . As I write this i am holding to be transferred to him. I just keep transferred to people who can't assist me .