Initially registering the claim was not an issue, it was the process thereafter

Initially registering the claim was not an issue, it was the process thereafter. 1. I had to phone to follow up 2. From the beginning the way forward was not communicated. 3. Asking to speak to the supervisor for clarity was not possible, because he/she was busy and would phone back 4. After several phone calls and emails, the consultant informed me that they do not have a service provider?? Why was that not communicated to me right in the beginning.