Poor Customer care line

When it comes to warranty service with Auto and general its shocking , last year around October I made claim it took them 2 months for me to get claim number as they said they were moving from Innovation group they were going to do things by themselves , when I call their Customer care I will hold phone for more than 2 hours , I had to turn to their Facebook inbox them , Facebook guys worked well with me until they pay on February , I struggled to fix my car for almost 5 months , I am now skeptical to continue with this insurance because last week they've ask me about their service I ve send email I haven't received any respond , to those guys who deal with our problem on FACEBOOK thank you guys, as for Customer care line is useless .