claim

How long should a paying insurance holder wait for a claim to be paid out only to be told that you will br phoned back and that the records aren't updated as to who is responsible for the claim only to use our own time and money to phone and follow up ourselves, management or the staff member responsible is either not available or hasn't updated the claim in order for the person answering the phone to assist the client? what are we paying for? This is so frustrating and really time consuming, is this how processing a claim is supposed to be? How long do we still have to wait and struggle like this? <br>