Poor handling of claims

Absolutely appalling service from this company. Firstly I called and waited for a consultant for 10 minutes before each call was subsequently dropped. This afternoon I managed to get hold of someone and he tells me to take the car to the workshop and ask the dealer to call them mind you they do not answer calls! Therefore this means I might be without a car until they feel like answering the call and also they might call in an assessor. Why not instruct me to take the car to an assessor in the first place like other insurance companies? This is extremely inefficient and pathetic way of handling a claim.