Pathetic service - Mpho Thubisa

Accident occurred on the 20th of January 2018 and vehicle repairs have not been done as yet. Constant calls are being made to Mpho Thubisa but she doesn't see it important to answer calls. The service delivery is pathetic. Claim for repairs was only approved on the 28th of February and this is the reason that the repairs are so delayed. I have not been informed of the reason for the delay as yet. Her lack of interest/urgency is upsetting as the service is not a free service, it is paid for so she needs to treat this as her job and not as if she is doing us any favours. I am truly frustrated as i have read other reviews about this company and am now questioning why i didn't do my homework before insuring my vehicle with them. Can i ask that the claim for my sound be treated with urgency as if she continues like this, i will wait another month until that claim is approved as well.