Auto & General terrible service

I took a scratch and dent plan with Auto & General about 2 years ago. I had 1 claim which went really well in 2020. I had a new claim which I initiated early Feb 2022. I am still battling with this claim, a scratch on my bonnet which has been approved but they want to force me to use a supplier of their choice, which quoted more than the threshold amount on my policy. This means I must pay in. I went and got a quote from BMW SMG and it was cheaper than A&G supplier and within my policy threshold amount. It was a battle of more than a month to get them to change the supplier. SMG is a listed service provider of A&G so there shouldn't have been any issue. They eventually changed to SMG but sent through incorrect paperwork which means SMG cannot proceed. The battle is still ongoing. A&G management do not respond to calls or emails. There is no one who can actually assist, all call center staff are acting under supervision, of who only they will Know because when I ask to talk to a supervisor they are never available and when leaving a message to please return my call, good I didn't hold my breath. It's really been a struggle and I am seriously disappointed since the first claim was seamless.