User-experience matters!!

The real problem was the appalling communication and user experience, from the moment that one has to sit through a full minute explaining the involvement of Brolink every time one calls. To then having to wait up to twenty minutes (I have a screenshot to prove it) every time I called, to be told that neither Musa nor her supervisor Samantha were available and would call me back, which didn't happen. The whole experience was so frustrating and dismissive that I cancelled the insurance and went to Naked, who didn't ask for reams of paperwork and proof of Claims History etc - simply asked me what my claims history was and I told them. Since then, still don't have an apology or any acknowledgement that they could have done better. Was very puzzled - don't they really need clients? And this all relating to a minor claim for a gate motor. After needing to schedule appointment with my tenant with two separate contractors to assess it and having to follow up after ten days not hearing anything - just an awful experience.