appalling customer treatment

My car went in for repairs to be made at Renew It Randburg on the 18th January, as per my insurance company 1st for women, my car's repairs only started today and I will only be getting my car back on Thursday the 3rd February. The reason my car went in for repairs was because the engine cradle was bent, so needed to be replaced or repaired. This was on the initial quote from the assessor sent to 1st for women. The quote from 1st for women approved by the assessor did not have the cradle on the quote. Not one person is taking responsibility. I pay good money every month and have been a loyal customer for over 15 years and this is how they treat customers. Maybe it's time to look at another insurance company.