Not being attended to

I put forward a claim last week Mon (22 Feb 2016) was told to take my car for assessment with a turnaround time of 24-48 hour for the assessors report, assisted by Mbali. By Friday I had no response and I kept on calling for an answer, until I was told by Moses Mokoena that the authorization has been sent to the panel beater. Come today (Mon 29th Feb 2016) I have not had any call from anyone. I called earlier and was told (by another consultant because Mbali is always busy) a different story that the team leader only authorized today and the authorization is yet to be sent to the pane beater. I have constantly informed the consultants that I do not feel safe driving in this car, but I keep on being told that I will get a call back from Mbali, but she never called me. Can I please get some assistance to turn this car in so that I can get a courtesy for my safety and to avoid more problems.