Very Poor Customer Experience

Customer Experience is an interaction between an organisation and a client over the duration of a relationship. As a customer, you are initially attracted to a product, as you believe it is tailored to meet your needs. I believe in working with a company that knows its products and services by using initiative to solve my needs. I signed up with Prime, as the 'tag line' of no excess, premiums never increase and you build up an accidental damage pool, to pay claims made sense to me, however, to my shock, was met with the most ineffective, time consuming claim process. Firstly, you call to log a claim and your details are taken down, where you are told an agent will be in contact with you within 24-48 hrs to log a claim? When that finally happens, you spend a good 10-15 mins registering the claim telephonically, where you are repeatedly told that the claim will not be processed, up until you complete 10 pages of a claim form? When you have comp****, you are told to obtain not 1, but 3 quotes from repairers even though an assessor is sent out? Once the assessor's report is in, you get told that the claim has been referred to another technician, where a decision can take up to 35 days?