Auto and General does not keep their word

Auto and General does not keep their word, they keep on delivering poor service. I had a complaint about their poor service they gave me regarding a third party claim in October, they apologised and said they will deliver but clearly ****. I signed an offer on the 22nd of October with them which I sent to them via e-mail and informed the consultant I dealt with (Shaun Bassett) that I've accepted and sent him the signed offer he confirmed telephonically and via e-mail that they usually make payment after 5 to 7 working days. Well I have not received any payment to repair my car I'm still waiting. I phoned them today (4th of November 2015) and Shaun was fortunately not available to assist me so I spoke to another consultant and said he will make sure that payment be made today as they did not receive the signed offer. I'm so tired of these people making excuses. I don't know if the consult was getting back at me for the previous report I have put on Hellopeter or is good service delivery just not on top of their list. Stop apologising to clients and start to deliver!