Usually a happy client with 1st for women, but not this time. Disappointed really.

I have always been happy with 1st for women but now I find myself disappointed with their lack of communication regarding my most recent claim. I have called in three times already, the first two times I was told I would be contacted by the panel beaters or whoever was to repair my car and I informed them that I haven't received any communication. Today I call in and after being transferred among three different departments having to re-explain the reason for my call each time, as I waited for the third/forth unit to pick up the call (for what was around 20 minutes), the call was disengaged. Now should I call in again and go through the whole pillar to post transfer again before I get some sort of direction? I am utterly disappointed.

And are they not suppose to be the ones to follow up with the panel beaters or whoever the repairer is if the hold up is on that side since they are my insurer and I do not even have the name of that third party, let alone their contact numbers?