Poor communication platform

I am very disappointed on their communication platform. My claim was handled by 3 consultants. All three of them i never spoke to them telephonically, whenever i called the numbers provided i was told that they are busy on the line with another client. Literally all the time. They communicated with me via emails and whenever i do a follow up i wouldn't get response on time as they use their person discovery emails. All the time i have to chase them and pressurize them with calls and you are told to hold the line for more 20mins. Bare in mind, i was using my own airtime to do these calls. The only thing they were good at doing without doubt was extending the courtesy car with rental agent. I have that one needs to go via call center to ask for a particular person allocated for your claim just to be told that you cant get hold of them. Literally ALL THE TIME. Worse they asked me the accident description, sketch, third party details and police case number 3 times😡😡😡😡 why cant they have a general discovery email where these documents are uploaded so that whenever there is a reallocation you are not requested the same documents over and over and over again. Yhuuuuuuu.You guys need to improve your way of communication. It is a pain in the ass