Responding to email takes more than 48 hours, how do you possibly handle a claim

I received a quote for R8100 for parts and labour to repair my car. I am covered for R8000 and Innovation Group is only paying R7800. When asked I was told that was the quote but no matter how many times I request the quote, it can't be provided. Where is the R200 going? Why is nothing just smooth sailing with this group. It's bad enough that there is a problem on the car now I have to jump through hoops to get you to do your work.