Are iwyze deliberately holding back assessments on claims?

On Monday 7 January I lodged a claim for hail damage with the claims department (Banele Maseko) at approximately 9:45 am. The car was at Renew-It in Randburg and Banele said that they would do the assessment. From what I understand they normally do it in 24 hours or at worst 48 hours. It is now 9 DAYS later and I still haven't received an assessment form iwyze. I've phoned them, and they promised to phone back - but so far no return calls other to tell me that they are still waiting??? for an assessment. This is the worst service I've ever received from ANY company.