Poor service delivery

I'm a customer of King price insurance . Everymonth I pay my account. Approxamitely 3 months ago a guy skipped a robot and caused a accident which involved my spouse. King price asked me to go to their approved panel beater which i did. After my visit to panel beater i received an email from king price advising that they can't proceed with my claim unless they have all the documentation. I contacted them to ask what documents. They were gonna phone me back. This has been going on for 3 months. I've paid yet my car is still not fixed and my wifes accident was in Fen 2020. Their debitING of a accounts are excellent but when it's time to service theirs customers. It's truly a different story and unpleasant. At this moment I will not recommend king price to anyone