Mastercare service frustrations

This is not the first time that I have had dealings with Mastercare. Unfortunately they are contracted by EuropAssistance as a service provider, so I had no choice but to use their services. Their feedback and communication is sadly lacking and this in turn impacts on their service delivery overall. I had issues with them in 2020 and complained about their service and here I am again. It is frustrating getting through on their call centre line and the feedback via e-mail and other platforms is virtually non-existent, notwithstanding that the process would appear to be automated to some extent.