poor customer service when dealing with their own clients

On the 2nd of October my mother claimed from 1st for woman as her car was damaged by a truck on the 28 of September 2017. She claimed from them and the car was collected from her on the 4 of October 2017 for her insurance to fix it. I t was taken to Trident Panelbeaters in Middelburg (Mpumalanga) for the assessor to assess it and give authorization for repairs to commence. My mom kept on receiving messages on her phone that the car was at smash Panelbeaters in Middelburg for them to repair the car. O n the 19 of October she went to Smash Panelbeaters to check on the progress of the repairs but the car was still standing at Trident Panelbeaters and nothing has been done. On the 31 of October 2017 she went back to Smash Panelbeaters only to find out that nothing has been done on the car its just standing at Trident gathering dust. So we are really disgusted about the service of the insurance company that is receiving so much money every month but they don't take care of their clients needs. My mom is a pensioner she pays a lot of money to get such treatment from 1st for woman. Who is suppose to make a follow up in seeing that the car is getting fixed? Obviously that's not her responsibility she deserve a better treatment from this insurance as well as the panelbeater. This is not accepatable