I am insured with you and my car had an accident... Im in my 3rd week now waiting for approval without any communication from you

My husband had an accident with my car... The towing services department was very helpful and everything went very well but horrible services from the claim services.. I'm in my 3rd week waiting for claim approval. I've been advised that my claim is waiting for accessor's report all this time for more than 15 days.. I cant even be given a hired car as i am paying for that service because it is not yet approved. I am calling claim services dept everyday bein helped by different consultants who promised to send an email to the accessor and give me feedback but non has come back to me even today. I have spent more than 300 rands airtime for a follow up... This is really frustrating me as it takes more than 20 mins before they pick up their lines when you call...