Terrible Claim Experience

I have always loved Momentum Insure, but when it comes to claim stage, they are terrible. I won't talk about past claims as it just muddies the waters - suffice it to say this is not the first bad claim experience I have had. My current home contents claim is disgraceful. Firstly I sent an email to *** on 10 October. They only responded to this query on 18 October!

Fortunately I didn't wait for that response though, and my broker helped start the claim process on 11 October. The assigned agent could not call me at 16:30 on 12 October as I had requested, because he said he had to catch a lift club. I asked him to call me at 16:30 on 13th, and if he could not to please reassign the case to another agent. No response. Ever.

After escalations through my broker, a new agent finally contacted me and requested info on 14 October. I responded on 17 October with all supporting documents, pictures, videos, and forms. No response or acknowledgement. I emailed on 20 October asking for feedback or at least an acknowledgement. No response. Finally received a response (again after escalations through my broker) on 24 October telling me they could not access the OneDrive link where all the docs were (too much to attach to an email). I responded same day asking what problem they were having so that I could try and resolve for them, but no response. After queries by my broker, it was reassigned to a new agent (third one now) today, 25 October. The agent responded saying they are looking at the claim and will revert before close of business today. It is now past 11pm and still no communication from the agent.

I have found this process extremely frustrating. It doesn't help that my last motor claim was just as frustrating.