Disappointing Experience with Claims Process

I was initially informed that the shortfall claim would be processed within 7 working days after submitting all required documentation (I have recordings of an agent confirming this to me twice). However, the process took over three weeks, and I only received feedback after following up myself via calls.

Unfortunately, emails were not responded to from agents, and when I did receive replies from management, the tone from was dismissive and unprofessional. Despite providing call recordings with dates and times where incorrect information was given by agents, my concerns were not acknowledged. Instead, the delays were justified without addressing the core issue of bad customer service.

I hope this feedback is taken seriously and used to improve communication, accountability, and service delivery going forward.