Pathetic excuse of a company

It has been almost 3 years since I reported the incident and I have still not been assisted appropriately. There is only ever one phone number that I can call and they are never able to assist, they insist that my query needs to be dealt with over email which they take ages to respond to. When they do respond they make unreasonable demands and always have an excuse as to why they are unable to complete this process and pay me out for the damages. They insist on having an independent witness statement before they can complete the process even though this is not possible. Absolutely terrible customer service!