Empty promises

Why is it always stories with Dial direct when one claims? Last claim you had stories and I ended up just leaving the claim. Claim before that I had to fight to get sorted. Been a customer for a while now and hardly claim. Registered a claim now on 20th June. On the 24th I phoned in to find out if they received the claim. I was assured that they would pick the units up for assessment and after units was picked up it would take 24 to 48 hrs for the report and then case would be finalized on Friday 28/6 (Today). Units were collected on Tuesday 25th June at 10:35. So according to what I was told I would have an outcome today 28/6. I just got a message on Dial direct app saying that the assessment report would only be due on Tuesday 2/7 (A Week after collection) and that the next update would be on Thursday 4/7. 2 Weeks from logging the claim. A week later than what I was promised when I phoned into Dialdirect first time. When I spoke to Dialdirect now and I said that I'm not happy because that's not what was promised to me and that I will be logging a complaint, I was told to go ahead. No care in the world Dialdirect?? Same as all the other times. I think it's time our paths split.