Very very bad customer service for first time insurers

My brother had an accident on the 10 of December 2022 and logged a complaint the same day, uploaded all relevant document and Iwyze consultant told him that they will send someone to uplift the car and send to be repaired till today the car have not been uplifted and when you call them the waiting period before being helped is about 10+ minutes before a consultants can attend to you after that they just say that someone will call you and no one ever call, you need to call them again and ask how far is the progress, it our first time having car insurance and this is what we have encountered at the hands of Iwyze team No efficient, this is very dad customer service