Poor feedback, massive time wasting with car repair

Although I have always had great service before, I am immensely frustrated with my current claim. #***. The three weeks for repair that I was told to expect has passed and the car (I had to ask the panel beaters because discovery had no answer) is still sitting waiting for parts. This is in part because discovery took 8 days to authorise the claim and then another 5 days after that to get the car to the panel beaters. After multiple emails I finally sent a complaint to the lady that I had been dealing with and asked her please to escalate it. I sent a follow up email 3 days later as I heard nothing back. I have still had no feedback and am now extremely unhappy. The separate claim for my phone, damaged in the accident is not even listed on my claims tracker on the website so who knows where my phone is (#***). Repair was authorised 9 days ago. This service is atrocious. Why no feedback??? Why so much time wasted with the car? Where is my phone? Why am I now being ignored after voicing my unhappiness?