Lack of customer service

<p>I logged a claim for ****** sunglasses on the 17th of November. An administrator was assigned on the 18th. I e-mailed on the 25th of November for an update as no attempt was made to contact me. I finally got a call on 1 Dec but I could unfortunately not take. I returned the call, but there was no response and I mailed him on 2 Dec to request another call. On the 5th of Dec I phoned again, but again there was no response and I sent a mail requesting him to call me back or reply via mail. On the 6th he phoned me, but I was unable to take the call. I sent him another mail to request another call. On the 12th of December I get an e-mail from another administrator informing me that I've requested the claim to be withdrawn. He explained that the previous administrator could not get hold of me to get proof of ownership and they assumed that it must be withdrawn. I explained the situation and he assured me that it will be fast tracked. He requested proof of ownership even though I attached it to my online claim when I logged it as he was unable to find it. Today I followed up as I received no feedback, and was then politely told that after his manager reviewed my policy, it was discovered that I am not covered and my claim has been rejected. I cannot understand how this takes almost a month to figure out, and in my opinion it should be the first thing you check before any communication. I am accepting the fact that it was not covered. However, it is unacceptable that my claim was dealt with in such an unprofessional manner and that the manager could not even take the time to apologize for this extreme lack of customer service.</p>