Service complaint

I have car insurance with First for women, I had an accident on the 7th of April 2015 coming from work at my home, first thing in the morning on the 08th I reported the accident was told to bring the car for assessment on Friday the 10th, firstly the type of cover I have is the access waiver where if the cost is higher than the amount claimed the access of R5100 will be waivered--when I confirmed this the consultant said she is not sure and will have to listen to the recording when this was confirmed and said will take 3 to 4 working days--took my car for assessing on the 10th from then I have been calling every week to find out what is the status of my claim and what is the feedback in regards with the access enquiry I had, each time I call I get no feedback and I'm always told they will call me after 3 days I wait and wait still no call and end up calling them only to get same answer. I am driving a car with a broken tail light a broken bumper and the boot shifted, I have no idea what is the status of my claim Im very disappointed with First for women I thought they were first for us women, a friend of mine had an accident around the same time as me and her car is already fixed