Horrific claims process

My mom has had her insurance policy for about 20 years and this is the most horrific claims process anyone of us has ever had to deal with. Multiple promises to call back the same day or the next morning and no communication. People going on leave so everything is on a standstill. Claims that the panel beaters have the documents and will call in a day only to find out the nothing was sent through. The worst part is that because of all the empty promises and delays the vehicle will only be repaired after a month after the accident. Were all these delays done on purpose or just pure negligence and poor processes?