Responsive and helpful service but delayed initial instructions

I was happy with the agent handling my claim - but I think Pineapple should send auto-generated emails to clients when they submit a claim to list all the documents that will be needed for different types of claims. I waited 2 days, the weekend and then had to call reception to follow up. I then had to email the agent that had confirmed receiving my claim to put me in contact with the agent handling my claim. Receiving instructions on what documents / items I need to get ready for the claim after I had been back and forth at the police station for other documents is frustrating. Perhaps there could be a Pineapple article detailing actual examples of processed claims whether for phone, vehicle or other types of items - stating all the documents needed and steps involved. I didn't know the result would be a claims card / Take A Lot voucher. I think this should be disclosed to clients up front.