Auto & General just insurance company

It's with great dismay that sometimes something so good can turn into a lemon, my 1st claim for my microwave and TV went so well, but with the same claim handled by another department {double door and hob} turned it sour though it was 1 claim the latter is still awaiting much attention and feedback after 2 weeks of waiting, it just turned to totally the opposite as my first experience with auto & general