Worst customer care service

Submitted my claim on the 16 November through the App and uploaded the mileage, disc and photos. The claim assessor has not even called me once or sent an email regarding the status of the claim. Then received a whatsapp text on the 17 December after a whole month from some company to upload the same things again ! Worst of all the claims process has not been explained. What is the point of using the App if the same information/documents provided are ignored. The service is beyond terrible.