Claims response and assistance is slow

So unfortunately I have had to claim more than once during the past year and in both cases that I have claimed the service have been very disappointing. Firstly the online system does not work so uploading documents on the system is a problem and if these documents aren't uploaded you are required to pay an excess. Secondly when you do submit the claim with them telephonically because neither the app or the website works the time it takes to get a response is quite long. Thirdly you are sent documents to complete in order to have the claim processed you submit these documents on the same day that it is sent to you however when you phone to follow up on Monday (after submitting the documents the previous week on Thursday morning) you are informed that the documents are still outstanding and once they have received them they will be able to proceed with the claim and then it will take a further 72 hours. Not even a we are sorry for the fact that you did submit the documents and we did not process and now you have to wait an additional 3 days before you can be assisted!