terrible service!

The service received from this 'broker' company is absolutely terrible, not only do we have to phone after them the whole time to follow up on our claim but to date nothing has been done, the claim was in at the end on June we are going to Sep and still nothing. first the excess was a problem then there was a extra excess for a single vehicle excess with no explanation??? we pay them monthly to ensure we are covered but no resolve on our motor vehicle claim. I would like to advise anyone to not have them as a service provider!! And I would really appreciate some feedback, preferably from a manager that could actually take the time and go through the claim with us - not a customer care person who does not even bother to explain herself or help us????