I am so disappointed that I ever recommended these...

I am so disappointed that I ever recommended these people to anybody. "Choice of repairer". Yeah right!! When it suits them. You need to get the repairer to assess the damage, then the quote gets sent to Shannons. They'll look at it when they're ready. In two or more weeks if you're lucky. Use their preferred repairer, you are at their mercy. Shannons will book you a time. You can't talk directly to the repairer. They're under contract with Shannons. Even though the damage isn't my fault, Shannons couldn't care less about how much they inconvenience the customer.
One thing that they don't disclose though (AND YES, I'VE READ THE PRODUCT DISCLOSURE STATEMENT), they WILL NOT commence the claim lodgement UNTIL YOU PAY THE EXCESS IN FULL VIA CREDIT CARD.
BE VERY CAREFUL WITH THIS INSURER.