Extremely poor service from Auto & General.

I am disappointed to the core about the kind of service that Auto & General provide. My partner and i are both Auto & General customers, and i feel that I want to move to another Insurance Broker. My partner was involved in a very serious motor vehicle accident, he almost lost his life. Auto & General have from day one dragged their feet regarding the claim. My partner has done follow ups many times a day, and each day is the same story. They cannot give answers. It is now 3 weeks now and we have no indication as to what the outcome is. 3 weeks later and now we hear that have not even collected the medical records that they require to finish this whole process. My partner is going through immense psychological trauma after the accident and now he has the added stress of this claim. We pay insurance as we are expected to, on time in full, and yet in our time of need they are don't want to pay the claim??? I feel i need to change my insurance because if something had to happen, will Auto & General be hesitant to help? We phone the call centre and ask to speak to the principle and we get an "i Don know who that is". This is downright poor and terrible service!!!!!! We want answers, this should go to the Ombudsman.