BridgeCrest review: Customer service department

My vehicle was involved in a total loss claim on April 18, 2023. My insurance company paid their part of the claim and I have Ally Gap protection that will cover the difference. The issue is I have not been able to get Bridgecrest to send Ally the requested documents needed for them to pay my claim. I have called them multiple times for the last 4 weeks without any success. Customer service is a complete joke! I was on the phone yesterday for a total of 3 hours with Bridgecrest trying to get some answers about the paperwork needed to complete my claim. I was hung up on twice, transferred in the middle of my conversation once, and the other 6 people I was able to speak with had no clue what i was talking about. Finally, I requested a fax # or email for the total loss claims department and was told they could not give me that information that i would need to go through the customer service agent i was speaking with who was no help at all. I only have 70 days to get all the requested information to Ally or i will be responsible for the difference which is over $5,000.00 which i cannot afford.