Non-communication on my claim

I reported an accident to my Insurance Hollard Standard Bank on Monday 21 September 2015. Up to today I have not received a call from them where they inform me about the progress or update on my claim. When I call them they promise to return my calls. What they did today is that they sent me an sms that reads:\ We're happy to advise your ***-1 has been authorised. We will contact you within 24 hours to discuss the details. Dont worry. Be Hollard". After a minute I receive another one : \""Please be advised that repairs have been authorised with Auto Magic. An excess amount of R4 000"