POOR CLIENT SERVICE

I have been a client of Iemas Insurance Brokers for more that 20 years insuring 3 cars and household contents and their service has gone from good to pathetic offering only apologies instead of client support and services. I recently made a claim for windscreen repairs(before the damage got too bad) which I paid cash for and claimed from Iemas. The claim has still not been settled after me sending numerous emails and many costly phone calls to the Iemas call center. During my phone calls, I get put on hold for more than 10-15 minutes at a time only to be transferred to someone else and I now have got to go through the whole verification process again and get put on hold again only to be told that I have to now call Omnisure to deal with my claim. After calling Omnisure they assure me that my claim has been authorized and I should call Iemas. Firstly, nobody at Iemas knows what they are doing and I am wasting money on numerous phone calls to them because of their incompetence, lack of urgency in resolving clients claims and their willingness to deal with a client. All they do is pass the pass the claim to someone else. They take more than 14 days to respond to emails and still cannot understand the contents of the email. I also requested authorization to get my second car windscreen chip repaired before the chip gets bigger. Their response to me was that they have authorized PG Glass to replace my second car windscreen. WHY??? Iemas is my Insurance broker who I pay for insurance cover and peace of mind and yet I have to deal with them and Omnisure who are the underwriters. WHY??? I am now looking for alternate Insurance Brokers that can offer me professional services, client support and prompt handling of claims without the stress of having to send 20 emails and make 20 phone calls for one claim. I am afraid that in these trying times we are living in Iemas will not survive long if they do not get their act together as I have noticed their service level has really gone down.