Insurance claim

I am really disappointed and appalled by iWYZE. My vehicle was towed on the 14th November, when I called on the 20th to follow up on the progress of the repairs. The insurer didn't even know where the vehicle was. How do i trust iWYZE with my possessions when they couldn't even account for where my vehicle is. To make matters worse i was told by the iWYZE agent to call Straight Through to find out the progress of my car. When i called Straight Through they told me that i must follow up with the panel beater and not them. Then i get a call from Auto Boys who were told by the insurer to contact me about the fitment of the windscreen. I don't know if it is now my job as a client to coordinate repairs on my vehicle.