Delayed processes in claims.

I have made a claim for an accident on the 29th of September and have been receiving messages that an agent is going to contact me regarding the the validation of my claim. I then have to be the one that is contacting them only to find that there are documents that were meant to be submitted, this is after I had already sent all details to the allocated assessor on Friday the 29th. When I made a call, I found that the claim amount is above what they pay for and have to wait for management to approve?? All of these details are not communicated when a policy is taken up. I am then driving a car for a week that has parts that are now falling off and I am not receiving any communication about when the outcome of the claim. Even after I have then submitted the outstanding documents, there is absolutely no communication. The documents requested are after I was on a phone for an hour logging the claim and them taking down details. All of this happens while I have been involved in an accident or the insurance doesn’t take their clients seriously if the accident has no fatalities. I’m completely dissatisfied with the processing of claims. I have three policies with IWYZE and have been a client for more than 4 years but this treatment is not good.