Lack accountability

No proper communication or initiative unless if documents are insufficient. You would submit a claim form, then they will call you then say ID copy is missing but you must call them back after 10min of sending the document to verify, then ask for an access fee POP & still ask for a call back. My question is, if they can see a miss document, why aren't they following up. I logged my claim & submitted all documents in less than a week, but I must be calling every 10 min. Even I've after I've been paying for more than 5years🙆♀️