Poor claims experience

My car was rear-ended on 27 July 2022 and the claim was duly lodged. After about two days the claims consultant, Joelene Naidoo informed me that the claim was approved, quoted me the cost of the repairs including my excess liability and that the vehicle would be sent to Farber Auto Repairs. Today, on 17 August, I called Farbers with a view to enquire about the completion date of the repairs. Much to my surprise they had no knowledge of my car. Upon further investigation by a consultant at Dialdirect it transpired that the vehicle was still at the assessment centre. Needless to say I was livid and asked that the claims consultant Joelene Naidoo call me urgently with an explanation. After two hours no call was forthcoming and I called again, and was informed by a very able and helpful consultant that the authorisation to send the car to the body shop did not go through because of a technical problem. Dialdirect, please retrain your claims consultant regarding the value of client service and change your processes to detect such technical errors if and when they occur. Such errors and a lack of client service undermine your brand and client confidence, and no doubt incur extra expenses on your side.