Procrastination

I am still waiting for closure with regards to a claim sent on the 5th of January.<br> The claims telephone line remains busy and keeps one on hold for over 20 minutes.<br> There always seems to be an issue with the documentation requested and one gets sent back and forth to get additional documents.<br> Is this incompetence or purposefully time wasting? <br> Does it normally take 23 days to process a claim?<br> So much for making things happen..