Appalling service by Old Mutual iWyze

I reported a secondary damage to my car to the insurer which was caused by the Tow Truck (First Help) company which was towing my damaged car. This was reported on the 23rd January 2020. To date I haven't received any feedback on the status of the claim, and the primary damages which were on the tyres have been fixed. My agent has been ignoring my emails for over a week, and whenever I call asking for her, I'm always told that she is on the phone. I called again today because I was told (when I called last week Friday) that I would get a response by Monday (yesterday), but the agent still hasn't given me any feedback. The lady that I spoke to this morning promised to call me back in 10 minutes after speaking to this said agent, but 3 hours later, she still hasn't called me back. I had to collect a car that has damages on the bumper because the repairer would have started charging me for storage.

I am completely appalled by iWyze.