Extremely Poor Service & Endless Delays

This has been one of the most frustrating experiences I've ever had. I've been without my laptop for two weeks now, and my insurance claim has been in progress since 26 November - it's now 4 December. Every step of the process requires constant follow-ups from my side just to keep things moving. After submitting documents, I have to call for them to be processed. After paying the excess fee, I have to call again for the process to continue. Emails are read but never responded to. The lack of communication and urgency is extremely disappointing.