Pathetic service

Auto and general take they premiums on time every month but the service is horrible onve you start claiming, had accident in December for them to process a claim takes almost a month, at the Car hire they called and said the Car is due back, its been there since December, when I called auto and general insurance they can't help me, can't even speak to management, agents transfer you from pullar to post, my question was, why do I have Car insurance? What am I supposed to use? Funny enough this is supposed to be a comprehensive cover.