Provided Inconvinient Service that frustrates(Not being kept up to date)

My car had an accident and it took more than a month for the repair to be authorized. Had to be called multiple times by the panelbeaters informing me how my car is taking their space and how it all gets dirty without any progress from the insurance. I had to call the insurance multiple times informing them of my frustrations and that of the panelbeaters. It was so surprising to hear that apparently they write their reports as if they r the ones calling to update me when they actually never called- when they finally authorized the repair. I really couldn't understand when they made a point that I xud pay extra money on top of the basic access. Haven't I made efforts to call and clarify that I wasnt even in the car-i was not the one driving; i could hv been made to pay wht im not supposed to. I found the service very inconvinient. From day 1 they promised they would call and not even 1 time have I been called.There were times were the line would b cut by the airtime issues; I was never considered important-( as with other companies u get called back in such cases as for security purposes your number is one of the things to be confirmed).No call at all only those messages to rate the service??? For what???It was very bad!Until today i still dont hv my car with me but much better because the panelbeaters keep me up to date of whats happening and even giving me time frame...I am very happy with the panelbeaters working on my car.