Appalling claims experience

My 2 daughters have their short-term insurance through Nedbank Insurance and it has been the most appalling experience for them both. 3 claims registered between them both. 1. Register by email - it goes into a bottomless pit - not acknowledgement of the mail, no claim reference number. 2. Register by phoning their published call centre - wait on the phone for over an hour (all 3 claims) only to get cut off when connected to an agent, or the agent can’t hear you and drops the call. 3. Register on their website - more successful in that you get a claim reference number but then no-one responds to you. After repeated emails, over weeks, finally get a response that says they need to phone you during working house to discuss - a problem when you are a doctor who works in a hospital and is with patients the entire day or if you are overseas and can only WhatsApp call. What if this was an emergency vehicle accident or home emergency? The whole business is outsourced to a third party who have no interest in servicing clients who are not their own. Will be moving insurance and also bank accounts.