Claim dispute and Service

I had an accident with my car where a Putco bus drove into my car. so I followed the steps and reported a claim. Firstly all went smoothly then all of a sudden I was informed that I never sent them my Vehicle Inspection Certificate and have to pay double excess. I proved them wrong by sending them a copy of the Certificate dating back over a year. now the problem started when I phoned to speak to my claims consultant, who is either never there or doesn't even call back and there is even no response to an urgent message left. I understand everyone is busy but we all make time for our clients. I got my car back yesterday, only so the panel beaters could inform me that they did not replace the left side rear view mirror as Oakhurst claims it is not part of the accident and took it off the quote. I was in the accident I know where the bus hit my car. the service from the panel beaters was excellent. Please can someone from Oakhurst call me as I am now tired of leaving messages and phoning and waiting!!!!