Dial direct never follows up on time with their client complaints/ claims/ concerns

I submitted a claim for motor vehicle accident with DialDirect a month ago. They have continuously caused for the repairs process to be delayed and this is mostly due to them not getting back to people on time. With that being said, my car hire has expired and car isn’t fixed and the delay is on their side. Europcar wants their car and I’ve been trying to contact Dial direct for assistance but all they keep saying is that they’re escalating the matter and someone should call me about it soon… nobody has called me and I’m stuck at home with no way forward. I’m still waiting for feedback and when I asked, there’s nobody that I can directly escalate this issue to. How is this the case? Everyone answers to someone. Or do we go straight to the ombudsman? Can someone please advise