Bad Service

My mother was involved in a car accident where she knocked a *** on the 31st of December 2014. I reported the accident to Anderson Insurance on Friday 02/01/2015 and Charles Maduna sent me an email with all the required documentation to register the claim. By Wednesday 07/01/2015 I managed to gather all the required documents and submitted my claim to Anderson via email. On the same day Mr Maduna sent me back an email confirming receipt of the claim documents and later on that day he sent me another email saying that they will appoint an assessor on that same day. After that on the 8th of January 2015 I sent an email to find out how long does it take for them to approve and give the Panel beaters authorisation but my email was read and there was no response. On the 13th of January 2015 I called Mr Maduna to find out what's happening with my claim he said that the procedure takes about six days( 3 days for an assessor and 3 days for management) before it is approved, so he said by 21/01/2015 the claim should be approved and even today they are saying they are waiting for an assessor's feedback. Kamogelo is my Claim Consultant but there is no correspondence from him since I reported.