Pathetic customer service by Outsurance Pet medical aid

Absolutely slow and inefficient customer service! I have taken a pet medical aid policy with Outsurance pets and majority of my experiences with them were always unpleasant from the inception with activating the policy as their agents miscommunicated information to me. My pet has been to the vet and when claiming back from Outsurance no one really assists to help sort this process out. I had to call and call and call for someone to assist. I was promised twice this week someone will call me back and no one did. I sit and waste my airtime calling them. I'm always told agents are busy on the line but when I call the specific agents I needed to talk to answers the call. To get claims processed is like a nightmare with outsurance. I always have to do all the running around to sort. Previous claim put through I was told by an agent that all is well and they have processed and finalized the claim and I will get paid out. Documents sent to them did not reflect on their side yet they said they finalized my claim? I had to them beat around the bush and get a hold of them only to find out that nothing was finalized or processed, why was I told things were finalized and that they'll be paying me out??? Poor customer service and it's now becoming frustrating. I feel they hire *********** agents 80% of the time I am given messages that are incorrect. Really upsetting, disappointing, and annoying.