Claims process is ridiculous

Claim process has been appalling, I lodged a claim and took my own pictures because of convenience, They came back to me with a ridiculous quote (based on the pictures i sent)...fair enough. But then you minus your excess ,plus an additional excess which put me in a minus payout. So you basically telling me in a nice way to go fix it myself I then got 2 quotes which I submitted 4 days ago. No one has called me to even update me. When I called, they told me that they got another quote which is less than half of what I was quoted for the job. My response to them was to please find a service provider that would do the job for that price. I'm still waiting for the accessor to call me. I now realized that cheap premiums is not always better.