AXSURE Worst insurance brokers

I was in an accident about 5 weeks ago. I wasn't in a state to phone them at the accident site , so my partner phoned them and reported the accident. When I followed up with them why I dont hear anything about my claim, they said my accident was never reported and they have no report of an accident that happened on that day. I then reported it again and after multiple emails and attempts to try and phone them I threatened them with the ombudsman and then suddenly they reply me. After 4 weeks they asked me to send in a medical certificate that I was not in a state to report the accident that day ( who knows why that has anything to do with why they havent dealt with the claim to be sorted) and then only they email me that I need to pay in a ridiculous amount before they are going to start with the car. I needed to hire a car to drive with for the whole 4 weeks and need to again for the time they work on my car and they firstly said I need to write my car off before they give me a car and then suddenly another lady told me they can but cant promise me. How is this consistent and in any way professional.