Disappointing claims experience

Had an unfortunate accident after being claim free for many years and i needed to claim from my insurance. At first I was thrilled by the simplicity of the sign up etc when i initially joined them with several other vehicles on my profile.

When it came time to claim, they did a digital assessment but I was not happy with the repairer they wanted to use after viewing all the reviews on them. I then discussed it with Naked and decided to rather get a payout so that i could use my own personal trusted panel beater.

Its been almost 3 weeks now, back and forth with them over emails and i still havent been paid out nor has my vehicle been repaired.

A little disappointed with there claims procedure. Was hoping for something streamlined more inline with how they sign you up.