Auto and General Poor Customer Services

When we accepted the car comprehensive car insurance telephonically we we told "same day pay pit" should our car be ******. Fast foward 4 yrs later our car was ******. It's been 3 weeks and yet our claim is not finalized. The agent dealing with our claim is not forthcoming with information, we literally have to beg her to advise what are the next steps we need to take on our end such as perhaps documents they might need. She says nothing is needed. 2 days later she then calls and says certain docs are needed which can only be obtain led at the traffic department and we are working people who has to make a plan outside of our jobs to go the traffic department when the weekend had just ended and she could have given that instruction the Friday and not the Monday as she works with these claims daily but yet wasn't forthcoming with what we need to do. Now after couriering those documents to their offices in Dainfern and out tracking I formations shows it was delivered on Friday, now she says no docs received. She doesn't return our calls now either. I will never take insurance with this company ever again.