I have submitted a claim last week to be processed and it nearly took forever to be submitted by an agent only to find out I had to resubmit it again to the claims department

Hi Liam, 

Thank you for your honest feedback. We’re sorry to hear about the delay and the frustration it caused, but we're glad that Thato was able to step in and assist you quickly with your claim. We'll make sure your appreciation is passed along to him. 

We're committed to improving and ensuring a smoother experience going forward. 

Kind regards, 
Oneplan.