You work for them. Not the other way around

They claim customer experience is good but in honesty, they only react when you push them. I haven't received a progress report about my claim from them without me having to ask them. At some point they went quiet for 3 whole weeks without saying anything.

Just this week they came back saying the claim is approved and I need to send them documents. I sent it to them and then to be told they must get them directly from the bank. One week later as per usual I ask them about progress on the issue. The reply I get is that I must send them the document. I have just rep**** they already have the document and that asking me for it shows they are not doing anything.

I mean the incompetence.