glacial, poor service

My insurance company ok'd the replacement of my bike, damaged by a car. They passed the replacement over to wheelies. I had to ring repeatedly over weeks, always had to leave a message, they replied once, not the damages team that replied. I had to send all the paperwork the insurance company had seen to wheelies twice. why?.
Eventually the damages team member range me and the job was sorted in under 5 minutes include the voucher to spend on a new bike.