Poor claims process

The customer service with regards to the claims process with Prime Meridian is poor. I submitted a claim and I was then told that the process takes 10-15 working days before approval is given. There is no helpfulness, no sense of urgency, they stick to the "this is the process". Any comment or objection and that is the line trotted out. I then try to arrange car hire and I am told that I can get the car hire now but I only have 30 days, but they take 3 weeks to approve a claim. So which means that if my vehicle repairs run over then I do not have a car. I am also told that I need to provide certain things which was not told upfront at the claim registration, seems it changes every time I call in. I ask for management to call me and I am told that only in 24 hours will I get a call back. At sales stage it is all helpfulness, but no action when it comes to delivering on good service!