Terrible claims experience

I had an accident and put in a claim on the spot - they towed my car and then only called me 11 days after that to start the assessment. They then took about 2 weeks with the assessment assuring me my engine was damaged, only to find out my engine was fine when it went to the workshop. I got my car back and they had missed some things on the assessment - Julius Rabotsho was doing my assessment, and did a terrible job as he completely missed my windscreen that got cracked, wasn’t covered and had to fight for them to get it fixed. He missed my rear (which was also impacted and is making a sound) and is now saying I need to go get the report to prove it’s part of the accident when the expert report they did clearly shows the car was impacted from front to rear. I’ve been running around and it’s been a nightmare - this could’ve been avoided if the assessment was done correctly the first time around. I then contacted him and he is now ignoring me after I asked to go through the formal complaints process.