Poor service for my insurance claim

I submitted a motor claim with FNB on 13 August 2025, and after much delay, my claim was only authorised on 26 August 2025, following my internal escalation. I was then advised that the repairer would contact me directly. On 28 August 2025, I followed up with FNB, and Donald confirmed that he would liaise with the repairer. Since then, I have had to repeatedly chase for updates. I sent follow-up emails yesterday September and again today (3 September 2025), but no feedback has been provided. When I eventually called FNB myself, the only response I received was yet another assurance that they would "follow up with the repairer." This lack of communication, accountability, and urgency is deeply frustrating. For a financial institution of FNB’s size and reputation, one would expect efficiency and professionalism. My experience suggests that they are clearly struggling when it comes to insurance services. I have been left with no choice but to report this matter on this platform, as the poor service and disregard for customer concerns are unacceptable.