claims department needs to improve turnaround time

Logged a claim last Thursday 344149 ,uploaded supporting docs on the app thereafter.Today,received another claim*** to have car assessed for the second time....I've been on hold for the last 30-45 mins only to have cameron tell me he can't hear claiming line bad:( Last week was demi who couldn't change the service provider and I had to make the calls to get a service provider who can give an earlier date then then March. Claims department has no customer service.Why the 2nd claim & assessment ?Can't get hold off you guys on the line to get clarification better yet a service :(