Bad Service

My mother's car was ****** and contacted Dialdirect immediately. The assessor processed everything within 7 days and her claim was approved. she advised that she will be paid out however no1 has contacted her about anything. When she called on Wednesday she was then advised that she has to send in the documents she received from the license department however no1 bothered contacting her to advise of this. The agent she also spoke to Dima***os advised that her manager said she should not contact my mother and she could not give a reason why. She is still waiting. the service is bad and she will be changing insurance after this