Extreme Difficulty Processing a Simple Claim

This insurance is useless. I am struggling to get a small claim processed for a stone chip on my windscreen, which tells me I would fare even worse with a major claim. I logged a claim and was told a personal claims agent would contact me within 24 hours, but no one did. I have a claim number (C1125PL***8), yet when I call, I am still asked obvious questions like which vehicle the claim is for—as if I have multiple vehicles under this policy. I have to use my own airtime and wait on hold for extended periods. Completely useless