Frustrating and disappointing service

I have been a loyal customer of this insurer and turn down every call I get for alternate providers because I have felt they are a good business that takes care of their customers. Like all insurers, the test is when it comes to a claim. My son had an accident he is on my policy, not major damage but a frustration nonetheless. I called and lodged the claim, I took the car to their preferred supplier who refused for me to bring the car in to drop off unless it's between 7.30 am and 4 pm M-F no flexibility at all which I reported to the insurer with a comment there is nothing they can do! My son works in Boksburg he gets to work at 6.30 am and gets home at 7 pm how do they suppose we do that? I got an alternate provider who can do this in half the time frame, but now I have been chasing King Price to finalize the process. I emailed and called numerous times, and got told it's approved and that will get a form by the close of business today well I'm still waiting. Premiums go off promptly so why is the customer service so appalling? This is a frustrating and stressful period made worse by an insurer who just doesn't seem to care. Consultants lack knowledge on how to support customers, I spoke to 3 consultants after sending the quotes and emailed and no one asked for the photos until the 4th call I was asked to send them in!! This affects our livelihood. So if the call center and emailing individuals don't work, what does a customer do?