Bad service from Auto & General

I have a colleague at work who's vehicle is Insured with Auto & General. He wrote his car off two weeks ago, when a lady shot a stop street and turned in front of him. After two weeks of being shunted from pillar to post by Auto & General, he is still no closer to when and indeed how much Auto & General are going to be paying him out. All that they have been able to tell him is that the car is a write off. The cold attitude of the consultant "Rene" and the absolute lack of sensitivity displayed in general is a perfect example of why insurance companies have such a bad reputation. When voicing his frustrations, he was told by Rene that the matter was out of her hands and that it had now been handed to the business manager for the next step. She would not give the business managers name or contact details and when asked to be put through to the business manager, my colleague was told that he was in a "meeting," He has subsequently been unavailable since since 08h00 this morning. At 15h30 when my colleague phoned again, he got through to Rene, who proceeded to tell him that he now needs to courier his proof of ownership papers to her, BEFORE SHE CAN HAND THE FILE TO THE BUSINESS MANAGER!! The lies and disgusting service continue.... The distinct impression received (right or wrong) is that they are trying everything in their power to either get out of paying or pay as little as possible. I knew of Auto & Generals poor reputation before, but did not realize how justified it was until now!