ABSA insurance - good service at sales level, no service at claims level

This is only our 2nd claim in 5 years and both times, they just ignored our claim, never answer their phones. When you finally get to speak to someone, they ask for a mountain of paperwork, don't give you the correct email and contact. You will basically be frustrated every step of the way when a claim is lodged. It is worse than council. I'm so fed up, I'm nearly giving up on my claim, that I submitted 2 months ago.