Very Dissapointing First time Claiming Experience for a New Client

We had a very dissapointing first time claim experience with Denis Insurance. I had the policy for a year and a half. This is the first time we claimed and it was a very dissapointing first time experience. I submitted the claim last Wednesday, no communication or clarification of any further info neededfrom Denis in that time, i only get an email three days later saying its been rejected. If there was something they need confirmation or clarification on, they could have just called and requested it. They just flat out rejected it. My husband consulted with a dentist on the 1st Oct, she was taking to long to send me the quotes so I also requested a quote from out other family dentist. I submitted this claim with the family dentist quote. I had no idea that the quote had to had to be from the same dentist you consulted with. They did not inform us of this and I did call prior to sending the documents through. I called again Friday they said now I must resubmit the claim with the new quote which i did so. So we going through the whole process all over again when this could have been avoided by simple communication from them. I called them back at 4:30pm to confirm that they have all they need now, the phone goes to an automated message, that automated message said they close at 5pm and are open on Saturdays til 12pm. Yet when i called at 4:30pm and on Saturday no answer. I chased them up again this morning was told they received they will look into it but there is no guarentee of payment. All of this stress could have been avoided, there claim process is not simple and efficient and for a new client to have this kind of first time claiming experience, leaves much to be desire.