What the F is going on

I lodged a claim 1 month ago, I called Hollard on numerous occasions to get an update on what was going on, none of the consultants could tell me what was approved as per the panel beaters quote, now I have been getting calls from the panel beater ( need I remind u that no person from hollard called me to give me an update) , I was told that for an 11k claim, they would need to keep my car for 15 working days, what absolute **** is that, the car needs a new tow bar & a new tail piece on the exhaust, how does that take 15 days. The panel beaters was told that i had to make a trip tp durban & could they please sort out the exhaust before then, I get a call from them this morning, they have ordered a new bumper & not an exhaust, apparently they never quoted for the exhaust. what is going on with u guys, it takes a month for you to clear a claim, you do not call your customers, & you approve works willy nilly not even consulting with you clients as to what the problem is. how much unnecessary work have you approved???? & at my cost