Poor Service/ Lack of feeback (***)

I logged a claim with Discovery Insure last year December and received feedback that my claim was authorized and that the Panel beaters will be in touch with me. I contacted Discovery last week only to be told that the Panel Beaters open this Monday 15 Jan 2017. Contacted Discovery twice this morning and still awaiting feedback. I was placed on hold for quite a lengthy time. I requested Discovery to call me back and was advised by the agent that they are inbound and cannot call me back. Is this the type of service that one pay’s for. I then advised them that I ascertained via research that the Panel Beaters selected have had complaints against them and requested another Panel Beater. The Panel Beater that Discovery selected has not even contacted me either. I tried contacting my claims assessor at Discovery this morning to no avail, even sent her an email. I would like a person at Discovery who can take ownership and this claim to contact me urgently and assist me through this claim.