Bad decision

I've had a bad experience with these guys... it's been a month since I lodged a shortfall claim. When I phoned them asking how long is going to take for them to pay the remaining amount, the guy I spoke to raised his voice on me. I calmed down, again I phoned them they were telling me the same thing that they are waiting for documents from the bank. They don't know when they are going to receive them, I lost my cool next 30 minutes I received a text saying my docs came back and they have sent my claim to the admin people. What is most irritating is that they will take 10 to 14 days to assess the claim or 20 - 25 days. I honestly wouldn't advise anyone to take this ****py shortfall cover.