Poor service

I submitted the first time on16 January for a claim,on the 20th of Jan i phoned them and they said they need another form,i submitted it and then phoned again on the on the 2nd of February and submitted it again and when i phoned them again o n 8th of feb they havent looked at the submission,they service is very very poorand they dont comminucate with the member,but if you have to pay you must do it on the spot.very dissapionted in them