Severely broken system - pathetic!!

I had an absolutely horrible drawn out experience with these people after submitting a claim for my ****** laptop.

Firstly, the claim process for a laptop I need to use for work every day took over 3 weeks. I had to purchase a new one not knowing if and how much they would pay out.

I kept getting contacted by someone from the underwriters who had one random request every few days, like asking me to send them photos of the front of my house (this seemed completely irrelevant to my claim and dragged out the process extensively).

Since the theft I have been charged 3 TIMES for a laptop that was ******. Customer care said they'd look into it and eventually that they had changed the status of the claim but it never showed on the app and I kept getting charged. The app won't let me change the laptop to uninsured, I keep getting errors.

I need to emphasise here that the actual customer care guys are trying their absolute best - Charlotte and Adwodwa with whom I've dealt extensively have been super friendly and professional and have done everything they could to help. But the system is broken. The app is broken. And they can't do anything about that. Can management please take note. Your people can only work with what you give them.

I am going to the ombudsman with this ridiculous experience as I believe there is serious rectification required here.