Why are claims always a hassle?

Why are claims always a hassle with these companies? Frustration and dread are what we feel every time we call the call center. Promises of communication and feedback are null & void. I understand you are busy with a lot of claims and people but surely your agents can communicate properly about what is happening with a claim? An IT problem takes 10 days to sort out for 1 claim? My mother asked me to step in because she doesn't know what to do anymore. Why do we need to lodge a complaint in order to get feedback and answers?