super bad customer service

I am with Auto and General insurance on mechanical warranty policy. I made a claim for my BMW 116i urban to be fixed on the 3rd of November where they sent a tow truck on 7nth to come tow it to Pomona at Vanos tech. We communicated for sometime uh until they requested for previous service histories and or job cards which i submitted. After I submitted the document the consultant was just nowhere to be found, when i called she is either on lunch, out on a course or don't know where she is. Personnel answering calls on her behalf promise to notify her of the call but not coming back to me or the service provider(Vanos tech) As of the 07/12/2025 i engage Vanos tech consultant to assist and we started calling them via conference call and still Letlohonolo is no where to be found and she is the one to either reject or approve the claim...now I am stuck without a car and Auto and General seems not to worry about that and I am now hiking from home to work and back as i am knocking off at 19:00 everyday.