Bad Customer Experience, No Empathy to the Customer, Moving Target, Inefficient Processes, None Adherence to TCF

I was involved in a hijack on the 30th of Dec 2021 and logged the incident on the 31st of Dec. I was advise the process would take 10 working days but now is the 3rd of Feb I'm still waiting. I was advised the processes will be complete before COB before, however the investigations still continue. I experienced Trauma, Financial Loss, Lost staff during the incident, suffered from stress, physical injuries and now mental well-being. I attended a Trauma session but it don't prepare you for the waiting and moving target that I have experienced. I continue to lose money from the use of Uber etc..

I understand that there is a claim process with governance controls, but for making calls or visiting an institution to make verification taking more than 5 working days, that is an indication that the company has no empathy towards the customer. Doing checks sequentially and not adopting a parallel activity approach indicates inefficiencies in the processes or people. I have tried to be on the positive side of the law but I'm made to feel as if I am a ********. I initiated follow -ups cause I was not communicated (TCF) and still not being continuously provided with feedback and progress. Is sad how the customer is treated as a secondary stakeholder when they claim but primary while they paying their premium. Im a process analysts and understand that processes have controls but that does not have to mean that efficiencies has to be secondary and the customer. Im not mobile but the biggest concern i have is my mental wellbeing, King Price can you please conclude the processes and keep me in the loop at each milestone, rather than waiting for me to follow-up which is a costly exercise as well and time consuming