Disappointing service and lack of feedback

I have been insured with OAKHURST Insurance from the 4th of May 2016. I am a pensioner and when I took this policy I'm most certain that the access was not part of my policy or explained. I never received my policy schedule on the email I provided them or postal. When the consultant took my email address she made an error on the email, they should have received an email back that notes the incorrect email captured knowing very well that I am a pensioner. Now I receive the policy schedule after my claim has been processed with 3 different types of access that I am liable for. I phoned 8 days ago asking for the call binding me to my contract which i was advised would be available in 48 hours to date I have not received. I had to send emails and call numerous times to check if my claim was being processed and being told it not received. In my years having been insured by other insurance companies, I have never received such poor disappointing service. I had to call again today to find out the reason why the claim is not yet paid and an answer received was that I had asked for a call which a Consultant had not escalated, how can my claim be neglected this way when it been more than a month without a vehicle.