Bad service from claims department

I had a claim and the company who did the repairs didn't replace the water washer bottle that was damaged. I took my vehicle back to Auto Magic for an inspection on 15 September 2017. On 6 October 2017 I phoned Hollard to ask how far we are with resolving the issue. We had a conference call with Auto Magic in Alberton's Manager Mr Morne Oelofse. He sent a quote through to Customer Care. The Hollard agent who spoke to me on Friday 6 October 2017 confirmed that Hollard have received the quote and that there are a couple of emails being sent. The Hollard agent told me that he will get all the information and phone me back on Monday 9 October 2017. On Friday 13 October 2017 I logged a complaint with Hollard Insurance. This is the reply that I got from Hollard:

Hello Mr Hollard Complaint Reference:HOL-06523-10 17 Date Received: 13 October 2017 We are sorry that your recent experience has led you to contact us with a complaint. The details of your experience will be carefully revised and we will do our very best to resolve your complaint fairly.

Your complaint has been assigned to a dedicated member of our team who will contact you within 1 working day. You will also receive a personalised response on the progress and resolution of your complaint.

If you have any new information about your complaint, please send an email to ********** and include your complaint reference number. You may also contact us on ********** if you wish to raise anything further.

We would once again like to sincerely apologise for any trouble or inconvenience we may have caused you. Your feedback is important as it is used to help us find better ways of continuously improving our service to you.

Kind regards, The Hollard complaints team Nathan Mangope Complaints Administrator www.hollard.co.za

Today is Tuesday 17 October 2017 and I have received no phone call or any correspondence about this matter. This is really unacceptable and very unprofessional.