Terrible service with claim

After being informed that I would receive a message stating the date and time that my motorcycle would be collected, I received a call without warning from the pickup guys who were outside my house without warning wanting to load my bike, while I was at work. Although my policy clearly stated that my luggage panniers were insured, I was told they would not be covered. Only once my broker got involved did they agree to cover them.I had to submit the the same information and forms multiple times.They added an extra excess for single vehicle accident, even after I had sent the 3rd party details to them. Std Bank phoned me requesting I send information through to them because they had not received it from IUM, information that IUM had not requested from me yet. Std Bank kept phoning me and asking me why the claim hadnt been finalized. Because of IUM's mistake regarding the collection of the motorcycle, they had not received the panniers (they had been locked inside) and would not settle claim. after informing them i was going to the ombudsman, they settled. I was also charged an extra premium after the claim that took more than 2 months to refund. Lots more but ive run out of space