SHOCKING Customer Service

Pathetic service from old mutual through my entire claim process for a car accident. Firstly was promised that case was logged by agent, but never was. Then had to resubmit. Once submitted had to take car for an evaluation out of my way when other approved dealers where much closer. Once claim was finally approved, it was delayed by the repairer fr an additional week due to old mutual only approving the quote for second hand parts, and this is for a BMW. Further to this I am now waiting over a month after repairs for feedback on payment of my excess to which I have been continuously being passed onto the recoveries department with no one actually coming back to me. SHOCKING !!!!