Shocking service for 3rd party claims

Our 3rd party claim experience has been nothing short of shocking. After 3 months of running around we finally got to the point of being paid out to fix our car after being driven into in January. We were told it would be 7-10 business days for the money to reflect, 18 business days later and nothing. Multiple emails regarding this have been ignored and when trying to get hold of someone to speak to calls don't get answered. And on Friday's it appears they go home before 15h00 so nothing happens until the following week. Business hours on Google state they close between 16h30 and 17h00. Service is honestly shocking.