Bad communication with Enid Mapson

My husband had a client of Telesure involve him in a rear-ender accident. The Telesure client has taken full responsibility for the multi-vehicle pile-up that he caused. My husband lodged a third party claim with Telesure to get his vehicle fixed. Enid Mapson was assigned to him and has been a bitter disappointment. She never responds to emails requesting updates. She doesn't answer the phone. No acknowledgement from her that she received the documents we were asked to send in. Zero communication unless we call in and on the rare odd occasion manage to get hold of her. I understand that we are not a Telesure client but their third party department is doing nothing to encourage non-Telesure clients to join up after their experience with them. I will personally never be taking out insurance with Telesure if this is the way that they treat people