Poor customer service

As i was paying for repair or replace insurance with Domestic and General I wasn't too concerned when my washing machine suddenly stopped working, I phoned them on the 18/1 and a repair man came out 4 days later. He admitted not knowing what the problem was so ordered some random parts in the hope that one of them would fix it. I was told I would be called back that night or the next day to inform me of the delivery dates. No one did, in fact I haven't been contacted once by this company and I have wasted over 9 hours on the phone trying to speak to someone at one point being on hold for 85 mins and then being cut off before i could finish complaining about the length of time i had waited.After many phone calls I have been told that my washing machine has been written off and that I can claim compensation for being without it. The repair and replace insurance would have 5 stars off me if it the customer service wasn't so poor and frustrating, in the past two weeks i have wasted hours on the phone when it should have been a lot easier to get in touch, which means that for us as a family of 6 it would have been a whole lot easier and cheaper to go out and buy a new washing machine.