Very bad service received upon submitting a claim

In December 2015 I have called on various occasions to find out the process of submitting a claim. The process was explain but what makes me feel so bad about the whole thing is when I submitted my claim on 13/02/2016 it was totally different.<br> <br> I would never recommend anyone to take out a Group schemes policy as it takes your money but upon pay out gives you the run around