Unsatisfactory claim process

My car was in an accident while my son was driving. I logged a claim afterwards on the 20th of July, giving in case report number. I then went to the Sebokeng ABSA branch with my son, on 22 July so that he could give them the full details of the accident, as per the request of the lady I spoke to when logging the claim. We spoke to Esther and as far I knew she was handling my case. On Wednesday 24 July, another agent from idirect called me, asking me to take my car for assessment which I did on Thursday. On Monday 29 July yet another agent, Solly, called me asking for details of the accident yet again because he had apparently been assigned the case. Am I now supposed to start the whole process again just because they changed agents on me? When I told Solly that I had already given all the details to Esther, he told me that he will call me back, it is now three days later and he still hasn't called me back. I am not happy that this process is taking so long and extremely disappointed at how my case is being resolved.