Complaint of the scratches and dents

I claimed for the scratch I think it was in March so the claim was approved then they called me to tell how much extra must I pay so I agreed to that then they said parnell bitter will give me a since then I never received any call from them. Then Monday on 9th of May I called again for the follow up then they said they will email auto Magic to give me a call so I'm still waiting for them to call me then today I called again they puted me on hold for 37 minutes.. What kind of service is that