Scratch and dent claim nightmare

Submitted a claim for my A&G scratch and dent cover in late December 2023. I do not get contacted ever, I have had to follow up myself on a weekly basis and they never read their emails. I had to call and get them to open an email sent to them twice and instantly had my claim approved. Since being approved over 2 weeks ago, I have not been paid out and I am unable to get them on the phone unless I am expected to hold a call for an hour daily. The car insurance cover is decent if a bit pricy but I would NOT RECOMMEND THE VALUE ADDED PRODUCTS since it's a completely different department that act with no urgency.