DELAY TACTICS - VERY LITTLE COMMUNICATION

I have been dealing with this company wrt a third party claim since the beginning of December. This company's complete lack of communication is reprehensible. I provided every single document they requested in December and following a lengthy delay I was informed that everything was in order and that the claim was with their "negotiator".

Today I am told that one of the quotes from a panel beater was still outstanding, this despite the fact that all three quotes together with everything requested was provided in December.

Why do I have to do absolutely ALL of the follow-up ? How am I to know something is missing if you don't let me know? A simple e-mail would suffice.

It appears that delay tactics are part of the modus operandi of Oakhurst Insurance. I am appalled.