Terrible Assessment on Accident Vehicle

I am very Disappointed in the service that I am currently getting. I have not received any update on my vehicle repairs, I have had to follow up several times with the call centre only to be more frustrated. I had a car accident in November 2019 my car has been in for repairs since then, the assessor keeps getting called out because of additional damages to the car which means the assessment initially was poor. I have requested the total cost of the repairs because in actual fact BMW is now rebuilding the vehicle. No one is tellin me anything and this is frustrating because I still pay for this car every month but I am not driving it, I am paying a lot on my insurance but clearly I’m paying for poor service !!!