Far from impressed

My catalytic converter was stolen. I drove to my garage and had a repair done immediately because I needed my car, but it was at great expense because of the amount of damage done to the exhaust and sensors. Once I got a crime number from the police I made an insurance claim with Direct Line. There is no way of doing this online, it has to be done on the phone. Following this I received an email that says, "Thank you for providing your email address. We know having an incident can be a difficult time so we want to reassure you that we are with you every step of the way. Where appropriate, we will be sending you email updates on the progress of your claim."

Two weeks later, I phoned Direct Line, what's happening?
We're waiting to receive your invoice for the repair, I was told.
My response was that if I had been asked for it I would have sent it long ago.

Two weeks later, I phoned Direct Line, what's happening?
We're waiting for one of our engineers to authorise the payment; this will be done within the next 48 hours.

Two weeks later, I phoned Direct Line, what's happening?
The payment has been authorised and will be sent to you today; it can take 7 to 10 days to reach you.

At the time of writing this I'm waiting for the payment, but I'm not holding my breath and I won't be at all surprised if I have to chase them for it.