Delays authorising repairs & empty undertakings

Discovery Insure have had all the info they require to process my claim and authorise repairs to my car for over a week now. My car is already at the panelbeaters, who are just waiting for the insurer's authorisation to start conducting repairs. But they still have not authorised repairs. My alleged claim administrator, Khanyisile Mathebula, is hardly ever available when I call and they constantly transfer me to their various call centre agents, who rarely give any assistance. They have begun to pass the buck to their \management"who seem to not have a direct line so I can follow up with them. They never deliver on any of their undertakings to call me back regarding my claim"