Bad experience claiming death benefit which was presented as easy when taking out the cover.

I am currently having a bad experience claiming a death cover. I phoned on the 25th Of August to log the claim, so l was asked for the BI which I was not in posseson of to fill out forms and to proceed with the claim, cool. I was asked to call back as soon as I have the necessary documentation as expected. I received the documents on Thursday and proceeded to call the call centre and was told to wait 5-7 days for the claims department to contact me for them to process the claim and no documents (Bi nor Death certificate ) were required from me. How do we go from waiting for the documents to not needing them at the moment? 🤔🤔🤔. Why didn't they log the claim when I first called? Why is their claims process not put out there (transparent). Why does it take so long to receive help or clarity on a way forward? When I prompted them with questions I was told I would be called back in 30 minutes.