Bad customer service

I submitted my claim in the morning on the 25th May 2022, I had to send an inquiry asking asking them how far are they with my claim on the 28th May, I then got a call from Brenda on the 30th May, telling me that she is only registering my claim by them because she was still waiting for her manager, she asked me to submit some documents which some I have submitted when I was opening my claim,which I still dont understand why do i need to re-submit everything I have submitted,I then asked her how long will it take for me to receive my feedback she said she does not know, cause she will not touch my claim until i submitted everything, Fine I submitted everything on the 31st May, then I got no communication from her, I had to call and send emails thats when she responded telling me about 5-7 working days.

kante why do we have to pay for insurance if we have to beg for communication.and why does it have to take amolst 2 to 3 weeks after i have submitted everything? I am so not happy with Pineapple