Appalling service

I have been insured for the last 20 years and Echelon was the worst experience I have ever had when claiming from an insurance company. I had two incidents over the last 2 months. The first was a power surge claim that took an entire month to settle. The second was minor damage to my front bumper. There were several cracks on the bumper and it looked like the bumper needed to be replaced. I was told to obtain a quote for the damages. The quote I submitted was to replace the bumper as the panelbeater advised that the cracks would likely return if the bumper is repaired. Echelon sent out an assessor and the assessors report was to repair the bumper. Upon collection of my vehicle, I noticed a crack where the repairs took place. This crack developed only because the car was parked in the sun for a few hours. On my drive back home with the car, the crack spread. Needless to say, the car will have to go back to the panelbeater. Having an accident is quite an inconvenience, but to be inconvenienced further all because an insurance company is trying to take the cheaper way out is totally unacceptable. Where is the "private client" service?