Poor service received from Assessor

On 4 September 2023 I registered a claim with Absa Insurance Company Ltd – idirect, after my vehicle was involved in a collision with another vehicle, on 2 September 2023. The collision caused damages to the back of my vehicle. I was requested to send images of the damaged part/s via a link to enable them to do an assessment. I sent the images on the same day, the 4th of September 2023. On 7 September 2023, I was assigned an assessor, Ms Ilze Stagler. And after she completed the assessment, she called me on 12 September 2023 to inform me that she has made a booking for my car with a Panelbeaters in Waltloo, Pretoria. On 15 September 2023, the panel beaters asked me to bring my vehicle in for repairs on the morning of the 18th of September 2023. However, on the same day the panel beaters called and said that they were unable to source the replacement part and told me to wait until they source the part somewhere else. I expected to hear from the panel beaters on the 19th of September 2023 but they did not call. On 22 September 2023 I went to them to find out if they were able to source the part that was needed, and a guy who works there checked the car and noticed that it had more damages and needed more repairs than what the assessor has quoted for the repairs. I then called Ilze, on the same day, and asked her if I could rather take the car to an assessment centre so that a proper assessment can be done. She said she will speak to guy from the panelbeater regarding the damages and she will update me on the 26th of September 2023. I haven’t heard from Ilze since we last spoke. I have called her cell phone and sent her an email on Wednesday, 27 September 2023, to get an update but she has not returned my calls or responded to my email. It is almost a month now since I have reported the incident and nothing has happened yet. I have been a loyal customer of Absa Insurance Company Ltd – idirect for more than 3 years and never claimed before. I didn’t expect for Absa Insurance Company Ltd – idirect to conduct its business in this way with their valued customers.