Dissatisfied and disappointing

I have been with Outsurance for 10 plus years now and except for a windscreen claim I have never had a major claim. On the 1st of August mmy wife and son was in an accident and the insurance experience started off very well, but we had to phone them to be kept up to date with the process...Quotes was accepted and the car was supposed to be fix, all of a sudden when we phoned we had to find out the car was no a write off, nobody informed us. Ok, after accepting that we are now in the process of "getting paid out", now the excuses and stories starts, the ate taking over a week to get a quote for rims, i get a quote the same day. Some of their departments is suddenly on strike!!!! What is next? We are approaching the rear end of the month, does really take that long to get a claim paid out?? I suppose we still have to make a few phone calls to them as they surely does not keep their customers in the loop. Very disappointing service, after being a loyal customer with a clean claiming record... As long as you pay, they are happy...