Shocking service

After submitting claims to Dotsure they requested medical history after my dog has been insured with them for many years and all claims and history being submitted to them in the past. I had to contact the VET myself which I find ridiculous as they have done this in the past. Following me submitting the medical history I was still bombarded with requests for the said medical history which I had submitted already. I submitted the medical history again and yet was still asked for it. This is absolutely ridiculous. I phoned and was informed by the call centre agent that they still require the medical history. I informed her that it has been submitted twice already, only then could she find it. My suggestion is that you need to sort out your internal communication and not make your internal process your clients problem.