Very bad customer service

I had a scratch on my car and contacted IUA to log a claim to have it fixed. They then send me an email which specifies the documents required for the claim, after 6 working days of submiting the claim ( which I was promised it will be processed within 3 -5 working days ) without any feedback I then made a follow up phone call and was then told that my claim has a quotation from an uncredited panel beaters which which I was sent by IUA to go and get a quote from. The lasy then tells me to contact all panel beaters within my area and ask them if they are credited and obtain a third quotation and only then will they process my claim for about another 5 business days.