Disappointing

Hi I have Moto X-tender insurance with Hollard. Its my first time claiming for an insurance of this nature but i must say so far the experience of try to get your claims through is atrocious:1) your claims goes to so many different hands that you will never know who is really accountable for your claims. 2) theres no customer service , in terms of them checking up on you and letting you know how far your claims is, you are just in the DARK. 3) Whenever you call in, staff is very impatient and gives less details and manager not available , no follow ups..... the worse service experience ever.4) I just feel like they do not know what their doing because you will always send the documents as requested,wait 3-5 hours/a day and more sometimes pass without any acknowledgement and when you do get one the're still asking for the very same staff that you sent to them. Its just one crazy Mary go Round that really never stops. .....its been 8 days since my car has been to the dealer, the quotation and failure report and their famous Policy no. on the subject field but still to date we are still at the same point(zero progress), ,,, them sending a generic email stating that they still need the policy no. to be included on the email, which we have included , hence i say this is one worse night mare(MARY GO ROUND) i do not wish upon anyone, not even my worse enemy.