poor claims process and delayed notification

I was involved in an accident in June 2015. Where a metal pipe flew onto my car when another car drove over it on the freeway. I submitted my claim within 24 hours. I was advised the legal department of said insurer would look into if my excess could be claimed back as I was an innocent party in the event. The insures claims \commander"did not reply to emails or even call me back once. I had to pursue to get my own car assessed. Car assessment took place in mid July. I never once recieve notification of the assessment details or who would handle my repairs. Emails were sent back and forth repeatedly.the call centre is a waste of time and should be closed down as no one knows anything. Ramona chunderally persistently avoided my calls. Her supervisor avoided my calls. In october upon me badgering them I was finally appointed a panel shop. To my surprize they were not bmw approved. My vehicle at time of incident was 4 months old. I would only use a bmw approved panel shop. I was asked to get my own assessment quotation from bmw which I had to do with the assessment which in itself took weeks to come. I handled the claim myself. I put alot of time n effort in I want my excess erased """