Poor Communication and Slow Claim Turnover Time

Initially my experience with Naked Insurance was great. It was easy to get an insurance quote, the customer interface is user friendly....BUT when it's time to claim problems arise. I lodged a car damage claim with Naked Insurance on 07/05/2023. I paid for the accident report and submitted in to Naked Insurance and the complete claim was lodged on 09/05/2023. On 14/05/2023 Naked Insurance emails me that my car will be written off as per the assessment of their assessor and they send me documents to complete and request I courier my car's spare keys , car manual and service book to their offices. I complete their documentation and courier the requested objects to them on 15/05/2023. I notify my finance house of my insurer's decision to write off the car. Thereafter I proceed to email Naked Insurance everyday and call them every second day to ask whether the documentation, car keys, car manual and service book has been received and what the next process is. My communication was only met with automated email correspondence and promises of being contacted by my claims assessor. It has almost been a month since the claim was lodged and it has not been resolved. Instead I have been requested to send the same documentation to Naked Insurance over and Over again. I have sent the settlement quotation 3 times and the signed change of ownership form to them twice. When I requested to lodge a complaint due to slow turnover time and poor communication- the complaint was not lodged. I had to call them twice and email twice to lodge the same complaint. I am still awaiting proof of my complaint so that I can escalate this matter.