Bad service

I submitted a claim on Monday 27 Feb. I then received an SMS saying that my claim would be finalised in 24 to 48 hours. I phoned today (7 March) only to discover that they didn't know what I was claiming for after I filled it all in on the claim form. No one phoned me to ask for the so-called missing info. If I hadn't phoned I would still be waiting. Most frustrating people to deal with. Call centres are always "experiencing high call volumes"...I wonder why?