Timer waster and inefficiency

An insurance that knows how to waste clients time with a myriad of delaying tactics making claims unprocessed for more than a month without any clear reasons. You call many times the claim handler busy get not only your message you called and a complaint that they don't call you back when you want to discuss with you still they don't call back. A new claim is registered handled by a new consultant who does exactly the same thing. They will ask for a quote then they want their own. What quality of customer service is this? Does it have to do with I'm competence.