Horrible service

I have a dent and scratches cover with auto & general. For the past two weeks I have made 2 claims that was approved, and they have advised me that the repairer auto magic will contact me with 3 working days to make a booking for my car. Now is two weeks I have not heard from non of them, when I call auto magic, they are telling me they only have authorisation to repair the number not the Bonnet as well. Now is my duty to run after my insure to make sure they send auto magic the authorisation for the Bonnet as well. Since this two weeks I have been sending emails to the claims department without no feedback. This is bad service from my part, as the say on TV advert they will pay R500 if they can assist I demand that R500 to be paid to the short fall of my claim. As they can provide me with service