Horrible Customer Service

I had an accident on the 26th August 2017 and my car was towed to the nearest panel beaters in Carletonville which was the nearest area from the accident. The claim was approved on the 31st August 2017, but as at today the 12th September 2017 the repairs on my car haven't been started and the car was towed only today from where it was stored initially. No one bothered from the insurance to give me any feedback all this time until I called the insurance to find out where my car was, which was on the 8th of September and the lady I spoke to promised to get back to me but did not. I called again on the 11th September and that was only when arrangements were made for the car to be towed to be towed back. I guess that if I did not call, no one would be bothered with ensuring that my car is repaired. This is negligence on the insurance side because currently I am driving a loaned car that I need to return in 3 days and no repairs have been started on my car. This is an inconvenience and not acceptable because when I submitted my claim, I requested that the car be fixed around Midrand which would be easier for me to collect or return it should there be any problem after the repairs. I have been taken from pillar to post regarding this claim and it seems like no one cares.