Poor customer service

I’ve been waiting for my car claim to be finalised for a month with no success, I call the call centre almost everyday to get feedback on the claim, now I’m being told it’s under management review for over a week now. The courtesy car has to go back on Monday and I will be stranded for transport. This is the worst customer service I have ever experienced, surely there’s turn around times on how long the claiming process should take. I am so frustrated and emotionally drained. No one calls you with an update on your claim, I have to constantly follow up with them all the time. Why would a pothole claim take so long. Please assist me with feedback as I’m totally confused at this point.