A "direct" insult... worst customer service ever!!!

Don't ever ensure your vehicle at this insurance company. Worst experience ever. I am a representative of a big company and completely relay on my transportation. On taking out my insurance with Dialdirect, I clearly specified that I needed a rental vehicle added to my policy. In December, I took on some hail damage while on holiday. I communicated the damage through to Daildirect. On confirmation of my repair in February, I requested the booking of my rental vehicle, only to find out that Dialdirect failed to add this to my policy. I insisted on a copy of the recording, after 2 months of screaming phone calls I received no response from them, I had to threaten them with legal steps. This caused them to quickly jump to action and I received my recording. BUT..... the recording was not complete. Parts of the conversation with Dialdirect was edited out. My car was eventually booked in on the 10th of Mei 2018. The hail repair was completed by the next day, ****h), but the repair shop needed to repaint the bonnet of the Vehicle. For this, they needed authorisation again from Dialdirect. It takes Dialdirect 5days and another screaming phone call to finally give the 2nd Authorization (why must there be a second authorization for the same repair). This while they leave their client stranded already for 9 days without a car. You that takes out an insurance with Dialdirect will mean nothing to this company, Thay will take your money with a big corporate smile every month, but when you need their assistance, they will leave you sick to your gut and super frustrated.