Complete lack of competence

I phoned Hollard on Monday, 19 January to register a small claim on an Audisure policy (claim no. 862224). Didn't hear anything back so I phoned them back on Thursday and was told that they forgot to get back to me and I had to take my car in for an assessment. Booked it in for Tuesday, 27 January. Took it in that day and once again didn't hear back from Hollard. Phoned them to follow up on Tuesday, 10 February and was once again told that someone forgot. Ask for urgent feedback and I still haven't heard anything back! Shocking!