No service - claims process is a pain

claim process is such a mess. no communication to clients from claims consultant, you always have to call and follow-up, long wait before a consultant answer the phone and when they answer they give different stories from the last consultant you spoke with. On the 2nd Dec a claims consultant notified me that my claim has been sent through for authorisation, today on the 5th I call to follow-up, I am being told that the authorisation was cancelled as the excess payment only reflected today on their system (the excess for which I sent proof of payment). I have cancelled my insurance with this people, after this claim is sorted I do not want to deal with Finrite anymore in my life. I wonder if Old Mutual Insure is really their underwriter as they are still noting them as Mutual and Federal.