Disgraceful Claims Service - 5 Days of Being Ignored Then Told to Start Over

I wish there was a negative rating:

I logged my claim (***) on Tuesday 26 August 2025, received two SMS "validations," then heard nothing for FIVE DAYS until I called to follow up today - only to have agent Pearl unable to find my claim and attempt to log a NEW one, essentially trying to reset my claim date and start from scratch. This is completely unacceptable - my claim was correctly logged as audio/visual damage with all details provided, yet after a week of silence and zero progress, their solution is to pretend it never happened and make me start over. Eight years as a loyal customer and when I actually need the insurance I pay for, I get incompetence, zero communication, and attempts to restart the claims process after wasting a week of my time. Currently escalating through all available channels as this level of service is beyond unacceptable. WARNING to potential customers: your claims might disappear and you'll be told to start over after days of being ignored.