Customer acknowledgement

I contacted 1st for woman regarding a contents claim the initial three agents who assisted me got it totally wrong by informing me too log my case on the app whitch I was ok with however after the second call I got no app sent to my phone the 3rd call same story I then escalated the call too a manager Marchilino Snow very friendly and very willing to assist I felt great as I now am speaking to someone that's going to sort my issue out that the last three agents couldn't do Marchelino then logged my claim himself as well as sending me an email to send him any additional information this I did. The Friday I emailed to ask if evrything was in order I got no response back the Monday I called for any type of feedback nothing whatsoever on the app or by email I called the call centre the agents they couldn't tell me anything as they had no info I asked to speak to the manager I was promised a call back I didn't get that the Monday or a message on the app the teusday I emailed again and called with no feedback whatsoever until my fourth email to the manager saying that only on exception cases he will deal with cases but why could you not respond to me prior to having to call so many times just for an update what's the point of the app if no updates are provided the claims processer called me today after 5 with a update saying that he needed more info I was like ok but why couldn't you tell me this earlier I called and emailed since Friday asking if all was in order now my journey is prolonged where this all could have been avoided . Please do not ignore your customers we pay alot for basic service delivery .