Took me the whole day waiting for the authorisation of my claim and ended up not being able to claim yet I have never claimed after 1and half years because customers are not taken care of and or at least being updated about their policies up until the fin

Took me the whole day waiting for the authorisation of my claim and ended up not being able to claim yet I have never claimed after 1and half years because customers are not taken care of and or at least being updated about their policies up until the final month of policy expiry the customer will be informed of the insurance policy condition. Like in my case I have tyre and rim which I claimed once since I joined it three years ago today when I was trying to claim I was held up for the whole day and ended up not getting assisted in terms of authorisation of the claim. Question is why am I'm taking such a policy when it's not gonna come to my assistance?