Failure to process Claim

I am highly disgusted with the service I received thus far. I took out Gap cover in 2013 and have never claimed until this month. I submitted my claim on the 04th February and then received an email from one of your customer service people to ask me to fill in different forms. I completed these forms and resubmitted them by replying to the email. Today I contacted your call center and was informed that they only received the claim on the 8th February. But it will be looked in today and will take 2 weeks for a claim to be processed. So I said I then expected feedback by Friday as it will have been 2 weeks then. I was informed , no it will be 2 weeks from today which makes it almost a month to get feedback and tells me that had I not called today nothing would have been done with regards to my claim. Now I have received another email asking me to resubmit the forms that have been sent in four times already. This is totally pathetic!