Terrible communication

I recently submitted a claim for my gap cover. Firstly one consultant that emailed,requesting documentation had not bothered to proof read their mail as they needed my reply within a specific time frame but left the dates incomplete as to when it needed to be submitted by.

Secondly I was told that my claim has successfully been processed and it is awaiting authorisation but it's now one and a half weeks later and I have yet to receive any feedback. When I called in last week I was told the assessors would contact me and up until now I haven't received any news. This morning when I call I am told they are offline.