Poor handling of claim

I took a shortfall cover with them and it happened that my car gets written off then after my primary insurance was done with everything I lodged in a claim beginning of September still now nothing had been done. Was asked to send documents to vaps claim motovantage of which I did now they’re saying they cant open my documents, how?? I have been sending them almost everyday when I call I can’t be transferred to claims department its a long story and they will never call you unless you call them to request a callback then they will take two days to call you only to tell you they cant open your documents???? This is wasting time and I keep paying for a car that is no longer there because of their incompetence.