Bad customer experience

From the day I had an accident I have been fighting with the for almost everything that King price need to do, from authorization to everything, now I'm fighting for the car to be fixed, the car is at the workshop that they sent me to but they are not sending the workshop the parts to continue with the work on the car, the department that they is suppose to send the parts I was told it doesn't have phone lines I send them an email no one is responding, I ask myself what is the whole point of having an insurance if u constantly Have to fight to get things done.... they say they give royal treatment there isn't anything royal about this company at all!