Terrible customer service

I lodged a claim on the app for the geyser and the reason being it is not heating up. I had two different consultants calling me and asking how they could assist me, after clearly selecting the geyser claim option on the app. Second consultant that contacted me, further proceeded to put me through to the correct department and I had to, for the third time, state that I’m making a claim for the geyser. Why does the app exist if the input is redundant and consultants will ask the same questions that were already previously answered. Why am I being put through to the correct department instead of dealing with one claims advisor such as we used to in the past. This is the second bad experience I’ve had with OUTsurance customer service.