Momentum - worst service EVER!

My Father has a myriad policy with Momentum. November of last year it lapsed, December I made contact via email, I needed to change his banking details for their debit order & obviously have it reinstated. I cannot even begin to wonder what kind of people are employed by Momentum. I must have been sent the same form atleast 12 times because somewhere along the line, every time I filled it in and sent it off for him, they would never process it, I would give it a few days & wait for response, when I would follow up, I would get sent the same form to fill in over and over again, July 2018, how many months down the line, the policy was finally sorted out. Now I have submitted a claim (1 month ago exactly), I was told 10 days max, well what a surprise, we are now tripple 10 days later, I dont get any feedback, I have to email and inquire myself just to get told to wait further. What exactly does your clients have to do to get some kind of service out of you?