Systems down and nobody is fixing this?

My car was in an accident 1st of August. I've been chasing up with their devision AAA claims as to why the garage has not received the go-ahead on my vehicle repairs. Last week Thursday (16 August) Petro from claims advised myself and the garage that the go-ahead is in final validation and the garage and myself will be advised on Monday (20 August) latest that the repairs can start. Today on Tuesday (21 August) I contacted Petro and asked why the go-ahead has not been sent yet. Her response was that the system has been down since Friday 17 August). Really???? So nobody is trying to fix this??? In what day in age do they live that their IT is still in the stone-age???