Worst service

Worst service ever!!!! For a year that I am a client and never claimed from them, Now for the first time that I need to claim now it is the worst service ever I have had bad service before from other company's but this is litterly the worst ever!!! I logged a claim on Thursday and they told me they would send me the person who is going to help me his name and a contact number and only received a message regarding the service? I phoned on Friday again after the phone was dropped 4 times on me I got thru to someone who told me what they needed and sent everything as requested! Yesterday I phoned again regarding the claim to find out what is going on because I don't get any response they told me that the claim is pending and they need other photos and a written email regarding the fault the cause and remedy! They don't do any effort what so ever to let you know what to do what they need or communicate with you and if you phone them they keep on transferring you and when you cant get thru they would phone you back that is the worst answer ever BECAUSE THEY DON'T!!!!!!! Thy told me I have 3 days to send the documents thru if not the claim will be cancelled but they don't let you know if they received it or not or what is still outstanding so most probably the claim would be cancelled.