They do NOT do claims best

Been paying my premiums monthly, first time I put through a claim. Was told that provided I submitted the documents, it should be resolved within a week. I logged the claim and submitted the required documents on 7 December 2017 to the email address provided to me. I got an email confirming that my documents have been received. On the 15 December I contacted them for an update, Rayleigh Kleinsmith (who my claim is sitting with) said no documents were received. Still calm I resent the documents directly to her with proof that I have sent it on the 7th and asked for an update and process going forward. I received no reply. Today I called in again for an update, apparently nothing has been done and they emailed Rayleigh Kleinsmith to contact me for an update. I also don't trust that they will actually email her, so I emailed her directly asking for a response. Still nothing and it's close of business again. I thought I was insured with the best, and claims is what they do, but this process has been terrible, with no communication and feedback. Truly disappointed.