Ridiculous service at its best

I would like to express my disappointment in the way my query/claim was handled. I was involved in an accident in the morning of the 10/08/2015. We both agreed with your client that she will be claiming for third party damages from her insurance and she submitted the claim the same day as we had the AR number. When she called them (26/08/2015) she made a shocking discovery that they only submitted a claim for her and not the third party (which is me in this case) and that they have to re-submit everything. Upon the discovery, she re-submitted everything. Quotations and all. I was told that feedback would be given to me the next day. No one called me. I called in on the 27/08/2015 and Faith told me that feedback should be available the next day 28/08/2015. She never called me as promised and I had to call in again myself and she was not available so I spoke to this other guy who blatantly told me that I'm a third party and they will only fix my car after they have fixed their client's car. What kind of bad service is this? What about I the aggrieved? Where does that put me? I need my car fixed as in yesterday and I won't be claiming from my own insurance to get that done.