Bad customer services

I really am not happy. I'm now going for the second month after I've had an accident and am still phoning to get feedback from the person assigned to my claim. After a long fight, my claim was approved and a confirmation sent to the panel beater, today when trying to confirm the car drop off time with the panel beater, I was told the confirmation has been cancelled. this was not communicated to both of us, they were also surprised when they opened the system today. now a panel beater which is 200km away from me was told to call me for me to drop off my car for yet another assessment today.