Poor service and lack of feedbacbk

I had an accident beginning of this year, 3rd of January 2020 and I submitted a claim immediately to my car insurance (Budget Insurance). The vehicle was towed to the nearest Panel-beater of their choice in Kokstad, KZN and I requested for a courtesy car which was provided on the same day. Since then, Budget Insurance was quite, no feedback nothing regarding the progress of the claim and I decided to follow up on my own. Then I was advised by one of their Consultant lady (Azeezah) that they are still waiting for the assessor to go out to assess the damage on the car, which took them 1 full week and four days to do.

Immediately after the assessment was done, I was advised that Liberty Panel-beaters will be responsible to keep me informed of the progress on my vehicle repair and I should refer any repair related queries to them directly, which I couldn't understand because I don't have any working relationship with them (Policy/Contract). To my understanding, it is Budget Insurance responsibility to keep me up to date as their client with progress of the repairs. But after 2 to 3 days, I decided to contact the Panel-beater directly asking them when they think the repairs on my vehicle will be completed and their answer was that, they are not sure as they were still waiting for the ordered parts to arrive on the 24th of January 2020. Again, I called them after the 24th to check the progress, then the date of the arrival of the parts changed to the 31st of January 2020 now and again to the 04th of February 2020. I decided to contact Budget Insurance as I was feeling that there was no movement in terms of the progress and was also getting worried that the courtesy car's days are running out. Then I was advised by one of their consult that the lady who's handling my claim wasn't available, she was still busy with another matter but she will call me back. I waited for her response but nothing up until I decided to call them again asking for the same lady (Azeezah), with no luck of getting hold of her. Then another lady decided to assist me, I addressed the matter to her and she advised me that, she will escalate the matter to the senior management and to Azeezah. But again I heard nothing form them until I decided to call them again yesterday, 30th January 2020 and I finally managed to get hold of the lady (Azeezah), which I laid down my concerns to her and she advised me that she will escalate the matter to the senior management, then get back to me before the end of business hours. But as usual I had nothing form her, until I decided to call her again this morning, 31st of January 2020. I clearly indicated to her that I am very unhappy with the way they are handling this matter, with lack of feedback from them. Again she has promised to call me back before the end of today once she has feedback from senior management.

So in all, I am very unsatisfied with Budget Insurance service, lack of feedback and disrespectful treatment. I find this highly unprofessional hence they still haven't done anything about this and I hoping that they will take full responsibility and extend the hired car days until my car is finished by their *********** Panel-beater.