Why am I begging for a good service from Auto & General as a Customer? Bad Client experience is what we got from Auto and General

I spoke to Rakeeba Abrahams from Auto and General on the 27th February 2020. To date (13 Aug 2020) the resultant damages have not been paid. I have not fixed the wooded tiles of the passage and dining/living room since I have had issues about trying to fix in the past from A&G. Fahiem Kleinsmith was supposed to be an administrator that is supposed to assist us - not once have we been assisted by this guy. On the 29 July 2020 - I sent an email to Rakeeba Abrahams since I have had a decent treatment from her, but to date she has not responded. Are we supposed to beg for this service that we are paying for? Is Auto & General ever going to pay the resultant claim since the evaluator they last sent did say that he could see the resultant damages? Auto & General has been a nuisance in providing a proper service to us. We get an insurance only to have a headache when they are supposed to pay - is this right? Why are my rights as a consumer and customer trampled upon like this by Auto and General? Where is the SMART client experience that I am supposed to be receiving from them? Should we involve Osti to get this resolved? Why can't this claim be treated with justice? I truly feel so undervalued as a customer. To date our full claim has not been paid. To date