No satisfied with claims process

My car needs to be repaired. This has been approved months ago. Their service provider took quite a while for an assessment. They did not even properly look under the bottom of my engine where there is a part of the mud covering loose and dragging on the ground (had to tie it up myself with zip ties so I can drive). Bookings with them take too long. Its obvious they are too busy. They also want to take 6 working days (minimum can be longer, they cant confirm) to repair a bumper. I cannot be without my vehicle so long. I indicated that I do not want to use their service provider. They informed me that I can get a separate quote, which I have done. Bearing in mind I yet again had to arrange leave from work to do this. I emailed the quote 14 days ago and have not received any feedback. The quote now is no longer valid. Be that as it may I followed up 5 days ago since nobody rep**** in over a week. I received a missed call from them. I emailed and indicated I cannot answer the phone currently and explained that I just need feedback on my email. I received an email back that they are unable to answer queries via email and they immediately tried to phone me yet again. I eventually was able to answer a third call. Explained my situation and the consultant indicated that she does not work with claims, that the claims department has already left for the day but she will get somebody to respond to me. 5 days later and still no feedback. I am aware there is only a certain amount of time to repair my vehicle before I cannot. Starting to feel like this is a delaying tactic? Not happy with the service I have received with this claim.