Kaelo GAP cover is shocking

Submitted claims as per email address online for Kaelo GAP cover on 24 May. Received no response. Then called agent and given email address to submit claims. Submitted claims twice and received auto responders with reference numbers. When following up via email or telephonically reference number means nothing. Call agents make different excuses and keep you on hold for 10 minutes plus only to come back with no solutions. Updated email address and promised email with claim forms will be sent, but that the system does not work like Outlook. 1 agent says it will take 3-5 minutes. On follow up calls, agent says system is different to Outlook and will take 3-5 hours and still nothing. Terrible service and no follow up and clearly trying to limit claims and make it as hard as possible to claim. After many phone calls and emails still not assisted.