Bad service I'm getting from DotSure

I recently submitted a claim with DotSure after my car broke down and the service center repairing the car sent me a quote which I submitted to DotSure but I spent days without any update. 2 days later I tried calling DotSure but I spent 10 min with an automated machine options(press 1,press 2 etc), I then sent another(3rd) email to only later get an sms that says my claim has been registered. A consultant called me to tell me that my claim has been received and I should send documents, which I did but it's been days without any update. When I called again 5 days later, I was told that the assessor is busy with the claim. I honestly never used to struggle like this with Hollard.