unhappy with service

I have a personal loan with them and have been booked off on temporary disability from work since July this year, I contacted them to advice them and to submit a claim for my monthly instalments to be paid under the policy cover, they emailed me the forms which was completed and emailed back to them in August since than I've not received an email confirming receipt of my documents, I have been emailing them for an update with no response, yesterday when I called, I was told that the assessors needs an additional report from my doctor and that the assessor posted the requirements letter. What really upsets me is the fact that communication was done via email from the onset why post the requirements letter, why not email and phone me with what is still needed to finalise the claim. Also the fact that one cannot speak to the assessor one has to deal with the customer service department and thry liase between the client and the assesor what an out dated way of doing business and still another way of giving the client the run around. They've now used all the money in my savings account and from next month the instalments are going to rd because I'm not getting an income .....