Lack of customer service

This has to be the worst insurer I have dealt with customer service is non existent. Last year December I lodged a claim for the scratches on my car,it was approved then the repairing company was appointed however when I made follow up on the 9th January I was informed that the claim was lodged incorrectly. I then lodged a new claim on the 9th I was informed that a consultant will make contact within 24 hours. No contact was made until I made follow up on the 16th I was informed that my claim will be finalized and marked as urgent, 4 days later still no communication or an update. Every time I have a query they do not communicate with me I am the one that has to run after them,even last year I had to be refunded they did not bother to communicate until I escalated the query and threatened to take my complaint to social media only then my complaint was attended to.