Ridiculous Claims process

I have been with oneplan for about 3 years and had to submit an accident claim recently after one of my pets was attached and passed away.

I tried to first submit the claim on the website, and followed the claims process guide on the site to do this. I however did not see a space to capture an amount and clicked submit thinking it will show on the next page only to see the incorrect amount pulled through and the claim "proceed" without a space to correct. I tried to make use of the whatsapp number to speak to a consultant for help, and after 4 days of slow reposes, I still got nowhere. It felt as if I am talking to a wall, as each question would not follow the previous response or detail I provided.

I then proceeded to phone the call centre to try and get some assistance. Where I was told my claim is not visible and nothing is shown there. Which again does not make sense, because I received an email and sms stating it was captured successfully. I was also told I can't submit claims online and would have to get a form filled out by the vet. Which would be fine if that is the process, but what is the purpose of the online submission then? And why is this not made clearer on the website.

The loss of a pet is a traumatic experience, and instead of listening either on the whatsapp line or on the call centre the agents could only send scripted answers that made no sense and could not explain anything clearer. It is now 2 weeks and I am no closer to have the claim paid.