My father is insured with dotsure

My father is insured with dotsure. He was recently in an accident. The claiming process is a nightmare. We sent all the documentation required. Yet they keep saying this and that document is outstanding. We results in us sending the same documents over and over again. Which is delaying the repairing process. I would have a lot easier if someone was assigned to the claim and I dealt with that person directly. Instead of sending documents to a general email address not knowing who we are sending it to.