Unprofessional, lying, *****ing and ***********

I submitted all my documentation via a broker a month ago for a third party claim. I never even received confirmation that the documents were received. Upon following up, I have spoken to various people (Yolisa Majikijela, ****m Jacobs are the only ones whose names I have), they have given me various stories from having no record of the claim to having incomplete documentation (which I can prove was sent to them). Absolutely no sense of professionalism or urgency from anyone I have spoken to. Do they just delay all claims hoping people will eventually give up and shell out of their own pockets?