Claim approved but no service. Angry Client

My claim was approved 2 weeks ago and I thought they started working on my car as the lady said it will take up to 3 weeks for them to fix after claim is approved. I received a phone call today from the panel beater where my car is and they have not started working on the car as Iwyze still have to approve the quote document. I just have to say Iwyze this is really really bad customer service as how do you approve a claim and two weeks later no service as of yet. I do need my car ASAP. If this is not resolved I'm going to have to take it further.

Very angry client