No/Slow Response Times

So I've been trying to get a claim under my RenewTech plan and it has been a pain. Honestly, I don't think I should be chasing you guys for normal service. The first time I got in contact, I was told I would receive an email with claim information. I did not receive information as the agent that took down my details, wrote the wrong ID number. Funny, because they repeated it back to me correctly. Anyway, my second issue was when I called again as nobody responded to my correct ID number (even though they told me to reply via email) and gave them my area and they gave me two panel beaters to go to 30km (at least a 30 minute drive) away from my place of work. I work just outside of the Cape Town CBD and I find it incredulous that I would be told to go to Kuils River for quotes. When I called back and gave my home address this time instead, they recommended two places for me in Claremont (5 minutes away from my home and 15 minutes away from my work - go figure). So after sorting THAT out and getting my quotes, I emailed them to the agent and received no response. i emailed asking for a follow up - no response. I am emailing again today and I'm hoping I don't have to call again but honestly, I would not recommend getting a Scratch & Dent Policy with these guys as it's so much of a pain to deal with.