Sanlam gap cover no confidence in process

Why do I always need to call Sanlam gap cover to find out the status of my claim? When I do I call its either I need to submit more documentation or my claim is going to be escalated. I thought submitting for my second claim would go alot more smoother but I am clearly mistaken.

I have spent undreds of rands on airtime just phoning these people think it's time to look for a different gap cover. Anyone have suggestions?