No feedback & not helping

I have had issues with a claim now for nearly a month , this company just has poorest services and are unlikely to help any hard working person that is down currently all I get is sorry sir we will pay out and you fix it yourself …. really what about underlining repair work that is not seen on damage report/photos I understand the issue with excess and will pay it but really using the excuse as the agent needs the excess to order parts …. bull man the light damaged on my vehicle is more than the excess, also this company also only pays once the client is happy and collected the vehicle ..... so question why cant I pay excess on collection of the vehicle