So called "Excellence" service from Quest Claims Solutions

So on 6 Aug 2024 someone reversed into my vehicle while it was stationery next to the road, he admitted that he was at fault and that his insurance will be covering the cost. I then sent all the necessary documents on 20 Aug 2024 to him and the insurance company (Quest Claims Solutions). I have been told that it will take 15 days to review from the 21st of Aug and I was informed that someone else will be handling the claim. On the 2nd of Sept 2024, I follow up and their negotiator said that I need to following up again after 15 days. During Sept I have not heard a word from them and decided on 1 Oct 2024 to follow up again, I sent another email asking about the delay in my claim. The person email back on the 2nd of Oct 2024 and said that now it is with management for authorization and I need to follow up again in 10/15 days. Again after more than 15 days, on the 21st of Oct, yet again I sent another follow up email and they said that it is still in authorization and management need to assist. I sent another email to follow up which included the managers on the 23rd of Oct to find out what is the delay and no one can give me answers. To this day I have not heard anything for management and I have no idea what is happening to my claim. This is completely unacceptable and I am extremely unhappy as it is more than 2 months since I submitted the claim. I have never had such bad customer service as what I am experiencing now. I will advise anyone looking for insurance to look elsewhere as a company that claims "Excellence is our norm" there is no communication from their side unless you are the one to follow up even then they don't respond and to try and get a claim settled which at this point is not finalized there is no "Excellence" here.