No clear communication and updates

Our vehicle was in an accident two weeks ago and there are no clear feedback as to what is happening. The panelbeater said that they have done the assessment and sent it through a week ago but we can't get hold of the person at Auto & General dealing with our claim to get info as to when the go ahead will be given. She also doesn't return our calls. The panelbeater is closing for Christmas season on 16 December so that means I will only get my car in January.