Bad Customer Service

I was involved in an accident on the 18th of Jan, I was assisted by Sbu very friendly and efficient. Was later advised that the car was a write off after I had made several calls to follow up on my claim, was provided with forms to sign which I did send on the email sent I was asked if the form was completed correctly I was never provided with feedback. I have been phoning the desk to find out what is the next step I was later advised that original docs I required. I physically submitted the forms, I waited for 30-40 min for someone to collect the docs. 48 hours later I phone to follow up on my claim I was told the form was completed incorrectly and need to sign and resend. Why was I not informed I have to be the one doing a follow up. I am frustrated and need to get a car as it's so frustrating to commute from work to home due to the rain. I'm really not happy with the service I have received.