Shocking service

I took out Gap Cover with TRA in2016. At the time the Gap Cover was underwritten by Centriq Insurance Company. I had fantastic service and my claim was settled within 3 days. Enter AUTO AND GENERAL. Sadly A&G take over as underwriters. I shold have known then!!!! The claims clerk, that i have had the misfortune of dealing with is incompetant, rude and obnoxious. Eight WORKING days since i submitted my claim and they haven't even had the courtesy to acknowledge receipt of my claim let alone process it and then when i phone to query it I am subjected to a belligerent, uncivil clerk. Why is it when Auto and General are involved there is a problem??