Dialdirect claims process-****

I've had my home and contents insured by dial direct for almost 2yrs now. I had an incident last week where my clutch with cash, earings and specs were taken so I logged a claim via the dial direct app. It's been a couple of days now and I never received any correspondence that my aim is being processed so I thought I'd call and find out what was happening or if there was anything I needed to submit. Spoke to a guy called delta who battled to find my info and by the time he found the address I had given him he then told me my claim was not being processed cos a consultant must still go through a string of questions before the aim could be processed. I eventually ran out of airtime while he read his terms and conditions. So why do they have a claims process on their app when we must still call them to lodge claims. I'm clearly paying for nothing. Even the monthly cash back they say clients get, you have to do a song and dance for before you can get a shot at smelling 1cent from them. It's ridiculous really.