Agony of submitting and dealing with a claim.

Seems something is amiss. I am dealing with a cell phone claim and to date has possibly been the worst experience of all. I have enjoyed previous experiences with KP purely because of the passion and courtesy shown by the consultants. This has however taken a turn. Calls are not answered, people sound disinterested and the promise to be given feedback is not fulfilled. I have made 4 calls on Wednesday the 27th because KP and the assessment company seem to be out of sync. I am absolutely flabbergasted by this situation. I do hope that a more serious accident or claim is not experienced in the near future. I fear I will not be able to deal with them without embarrassing myself.