Poor service

On the 12 October I called to follow up on my claim an I was told that all documents have been submitted by the workshop what left was for innovation group to send a once off dealer quote and this claim will have been resolved by end of business day. then on the 13th of October I called again to follow up and now I was told something totally different now the issue was that the workshop bank letter was older than 3 months. My question is why was I not told that the previous day??? today I call again to follow-up and still the dealers department has not sent the once off dealer quote to the workshop I really don't understand what kind of service is this. I just regret taking a policy with innovation group because honestly its not helpful at all. I've never had such poor service. they don't even care of how frustrated I am with the fact that I haven't had my car for almost 2 months.