Claims very disorganised

When I first claimed for my Hilux that I bumped Integrisure claimed that my Hilux (Dakar Edition) did not come with a factory fitted Nudge Bar so they wont replace it. After they phoned the dealer where I bought the car they discovered that it did come with a factory fitted nudge bar. They then phoned me to tell me that I have a appointment with the pannelbeater on the 15th. When my wife took the vehicle in today the pannelbeater told her that the appointment wasn't confirmed and the did not order the parts. I phoned integresure again and they told me that no one said I have a appointment for the 15th.