PATHETIC SERVICE FROM AUTO & GENERAL BUSINESS INSURANCE

Pathetic service from the consultant to even the complaints department, we put in a vehicle claim and they have delayed with finalizing it for weeks on end. Eventually after numerous emails and phone calls they said it was finalized, but in order for it to payout I need to courier documents to them which I did. And we even got notification that the documents were received by them but now they are ghosting us. I have sent emails requesting them to confirm receipt of the documents no one is answering. Exactly what is happening with this claim?????????? Policy no. ***