Bad customer service

My car was involved in a car Accident on the 31 March 2019. I logged a claim on the 1st April 2019 and my car has been written off by the insurance. The person that is handling my Chanel Sait . Last week she phoned me and advice me that she will be in contact with Wesbank to for settlement and she will keep me updated . But now it's the other way around On the 15 April I phoned and asked to speak to her and I was advised she is not available . and The agent that was assisting me said there is a not that Chanel we phone On before the en of business of the 17 April 2019. I phoned yesterday and spoke to Ntando where I ask her to transfer me to Chanel and then after she advised me that Chanel said he can't speak to me because she has nothing to update me and I felt so bad and dissapointed with the level of unprofessional she has shown . I have been busy making phone calls trying to followup . I don't have a car at the moment and I'm relying on Auto and general to speed up the process that is frustrating.