Bad service recieved

I was involved in a car accident early June till today the claim has not been processed, I went to the panel beater they advised they haven't received the authorization to fix from the insurance of which I had been advised that it has been sent through. The service I have received from the insurance I would not wish it even to my worst enemy. I do not understand why I am the one who always have to do the follow up, it is like they switch off once one calls then there's light bulb then they tell you stories, if they really understood ones frustration I do not believe they would treat customers who pay on monthly basis like this, they do not forget to deduct money from your account yet they cannot assist when you most need them. I'm seriously disappointed with the service received.