The claiming process took very long

The claiming process took very long. Agents do not check the emails on a regular basis, as myself and the workshop had to phone numerous times in order for them to finalize the claiming process. Which I really don't understand about these insurance and warranty companies, when it comes to deducting the premiums they are fast, but when it comes to one claiming from them than it has to be a dragged out process which is not fair to us as their clients. These companies needs to be fast with their services just like they are fast when it comes to deducting their premiums.