Insuarance claim delayed with no update on progress

I was involved in and accident on the 25th May and logged a claim with my Insurer (Iwyze)on Monday the 27th May after I had reported and they towed my vehicle to a accredited Panelbeaters . Ever since I reported my claim the communication has been very poor with regards to the status of my claim . It’s the 14th day today but I still don’t have something tangible except the fact that my car will be written off. Every time I needed an update I have to call in and beg for an update . The Lady Lebogang Makgato who logged my claim has been nothing but a pain in the entire claim process as she does not give me an update nor feedback as to how far they are with the process instead every time I have to call in and Every time I call in they tell me that she will call me and give me an update but none of that ever happens . The last time I received an update from her was after I sent an email to her threatening her that I will escalate the matter and she responded that she will give me feedback by Tuesday the 11th June 2019 and she never did as always from the beginning of the claim process. I feel like Iwyze has people that are not aligned to what the company is preaching when they say they will make the claim process as painless as possible. I don’t know what to do cause the call Centre won’t even transfer me to her line manager to find out what’s happening and also when will my claim be sorted. I’m very frustrated and don’t know what to do . Please assist. I have proof of all the mails I sent her and she never responded .