Terrible client service

My husband has had 2 policies with the Unlimited for many years. Now that he has a claim for ambulance services, they are giving us the run around. always a different story. First told that they didn't get the requested documents, sent it again, told that we would get feedback 24-48 hours later. it's now been 6 days and when we follow up, now apparently there are differences in the information given and they will get back to us 5-7 working days. This is utter BS. No client needs to be treated this way.