Auto & General Poor service

I am disappointed and frustrated with Auto & General; they have been giving me the runaround since last week. Instead of them doing follow-up with the dealership, I am the one calling the dealership. I took my car to the dealership last week, and when I called this morning, I was told the person who was assisting me is off, even though that person told me last week the other one who helped me earlier on was on leave then, and he will be the one assisting me going forward. I was only informed this morning that they need a more detailed service document for the claim, whereas last week they confirmed I sent the correct documents. I asked to speak with the manager, as I cannot be passed around as if I am not a customer; he is yet to contact me. I have since called them to do a follow-up on the progress, and I asked for the agent I spoke to this morning, and I was put on hold for almost 10 minutes. Please assist.