Poor service and treatment of clients

My husband JM Gamede have registered a claim with Auto & General in December 20th but still struggling with everything. Auto & General never called or emailed him regarding the claim. We are the one that's been and still calling after them, the only communication we got from them was a call wanting the info again in January after we checked how far is the claim, only then that we learnt that the claim was not recorded. They called Tuesday the 11th took the claim statement again and they promised to call back on Thursday the 13th but no one called till today we had to call again and check . To cut the story short our car is still at our garage with no direction what to do. The other car that was involved in that incident is up and running by their insurance. We think to take this matter to other level because we don’t get the service we deserve. They take monthly premium without fail but when we need their assistance they got stories or/ and they nowhere to be found we must keep calling them. We know that we are the ones that supposed to call them back again, this is frustrating and disappointing. Disappointed, dissatisfactory and frustrated client