Great disappointment

I laid an insurance claim with dial direct and it seems that nothing has come of it- I have called on numerous occasions and have been shoved aside given excuses by vanessa - who doesnt seem to know anything- She is extremely unproffesional as i had to give her information on the process of the claim- she merely sends me an sms and has not apologised for the delay caused- They have not even contacted the 3rd and the only progress is the assesors decision- amount of damage. To date it has not even gone to panel beater and when i signed up for the insurance they never inform me that it will take so long and i have no vehicle which is a major inconvenience. I spoke to Shane today and he refuses to comment on my claim and frankly im totally frustrated and EXPECT MORE FROM DIAL DIRECT. When i signed up i was so happy that all went welland was so impressed that today the opposite has happened- I cannot believe the delay and the run around i am