Bad experience for 1st time client

It's so difficult to get to them when you have a query yet it was easy for the consultant to get hold of you when assisting you with the policy. Now you can imagine how difficult it will be when you need to put a claim through. The lady that they have as first line of contact Rachel her line need to be fixed as she's not doing justice for the business Calling more than 4 times not to get any assistance is very worrying. The lines are bad like I'm disappointed in there services