Horrible Experiences with my Claim

I am a newer driver that recently got my first car and Prime insurance seemed like the best option in terms of premiums and the way their excess is handled. Unfortunately, I got into an accident a couple of months in and I just have to say that their customer service is absolutely horrid.

My claim got approved on the 15th of April and not a single bit of process has been made since then. I got an SMS on the 16th saying that a request to quote has been sent and gave them a week at first before calling in for an update just for them to not be able to answer me on the progress to get an assessment for repairs because they seemed to forget about it. They said that they'll get it handled, but another week passed and still no progress. No assessment done, no quote, no word from them either. For the last week, I've been calling in daily and I would get the same answer over and over again that they're waiting on the repairers to give them a quote, but they don't seem to be actively doing anything to get it themselves.

If I hadn't been calling in on a regular basis, I believe my car would be stuck in the assessment yard rotting forever. I don't expect them to have my car fixed instantly, but I at least expect some sort of effort to be put in my claim without them needing my constant reminder. I'm genuinely disappointed at the service that's been given to me

TLDR: Good premiums and excess but terrible customer support and claim services