AUTO AND GENERAL & STRAIGHT THROUGH SHOCKING!!!!!

I have been struggling as of the 19th June possibly earlier to get this 3rd party claim sorted out by Auto and General. I have been shunted from post to pillar, delay tactics, emails flat out ignored by Auto and General, called numerous times, sent photos, documents, you name it done it... to get a confirmation that the will reimburse me half of the damages. Which I refused. I never caused the accident so why must I fork out an additional 6k out of my pocket? They then tell me the assessor "BRADLEY at Straight Through" never saw my quotes, which I have proof I sent him. So I had to start the process from the beginning again. Tylo Singh the consultant has been ignoring all my follow up requests for the past 3 + weeks. (Probably as she knows how bad their contractor is, she gave up). I called again today, thinking if I speak to someone else I may have a different outcome. I was told the accessor Bradley at Straight through, is bad with communication, and they continually experience issues with him. So now they will call him and see what the delay is now. I am at my wits end ... as if I did something wrong.. I was then told the assessor will probably make it difficult and I may have to go back to the panel beaters to make them take photos and prove the quote is legit) I mean come on... is there company policy irritate clients and 3rd party claimants to the point they except anything just to get rid of the pain and frustration ?