lack of service

I have been an Aon client for years and I have never had such pathetic service ever! Busi Zulu who is handling my claim has to be the worst person to deal with. Left my car at a non Audi approved dealer at the advice of the assessor's office only to be told that my car must be moved. I couldn't do it as I was flying out the next morning and was going to be away for a week. I made it clear to the assessor's office and Busi that I need my car ready for collection when I got back, only to find out that the authorization was only send to the panelbeater when I got back and this only after I called Busi to follow up. Busi has no client service, no sense of urgency and a bad attitude. I have a car hire option but why should I lay out a deposit (even if it is refundable) . I feel there should have been more of an effort from my insurance provider to make sure my vehicle was ready on time, over and above that to do everything to ensure that I was kept happy has long standing client.