Good service but bad app/website

Overall process is rather quick and satisfying, however it is always very hard to submit claims through your IT system. Small nagging details missing even as for basic IT system:
- cumbersome or even impossible to change to the password i want
- each time I need to enter my bank details
- huge amount of data needed to enter for each claim which could be avoided
- Mobile app does not seem to be well integrated into the overall system - the experience is bad - decided not to use it at all