Power customer care and lack of courtesy

Its always a pathetic service, when claiming for insurance. I submitted all the necessary documents and was again sent back to the police station to get a sworn affidavit something that was never mentioned before. Yesterday I received a to say that there is a pending paper of which we submitted and guess what today we made a follow up and were told that the person who deals with claim is not around. For such a big organization like this how can it rely solely on an individual and what's mostly boring we were promised that some will call us back even now. Have been with kasi society's and they have already fulfilled but for big insurance company like this they rely the process and have poor customer care. Imagine for the passed 10 years had never skip a payment