Claim complaint

Old Mutual Insurance is treating us bad when it's time to claim for the car to be fixed and they do not communicate with us during the process but when it's time to take their debit order month end they don't waste time or they even debit earlier before time and the complain if they don't get their money. When it's time to claim they go back and forth time it's been a month since they took the car for repairs they haven't said anything it's been quite all along then they expect us to be happy with their services.