Miway doing things their way...it should be called "Their way"

Saturday I logged a claim online and Monday nobody called me until I decided to call in on Tuesday, spoke to Atlegang, she sent me an email requesting proof of ownership for the items I was claiming for, I sent her an email this morning, she doesn't sent me an acknowledgement email or anything, I call again now and she advised that someone else is handling the claim so she wants to ask that person to assist me further. Is it really hard for you guys to assist me with a claim, I have never in my entire life logged a claim and it turned out to be hassle free, all the time it is an issue, why?