Pathetic excuse for service

I submitted a claim on 7 December, got an email stating it will take upto 5 working days, however no communication from Stratum. I called them on 12 Dec for an update only to be told that the information will be forwarded to the claims department and that they will send me an update shortly. Fast forward to 19 Dec, still no update. I called again only to be told they will expedite it to the claims department. I escalated the issue and requested for a Team lead to call me back and resolve the issue. The Team Lead Kyle called me and the line was bad, eventually the line cut and he never called back or followed up with an email. On 22 Dec I called again for an update only to be told it was sent to the claims department and someone will get back to me. On that same day I got a generic email stating that the claim is being assessed and that the 2nd claim reuires more documents. No apology for the delay caused by them, no acknowledgement or reassurance that it will be resolved, no ownership from any agent to follow-up and see it through till the end. So disappointed with the service. After being with this company for 5 years and never claimed before this is how they treat customers. Pathetic service and lack of urgency and clearly do not care about the customer. I received another generic email advising that it takes upto 10 working days even though it's the 12th working day and still no call, no update. Such **** service and definitely canceling after this **** show service that I received