CLAIM PROBLEM/BAD ATTITUDE/NOSERVICE/NO DELIVERY

I never had a problem with this insurance, as my first insurer I was so happy about it that I recommended it to a lot of people, mostly colleagues. I had a minor car accident but my car was not mobile. They took the car in for repairs and I filed for a claim. Almost two weeks later they have not contacted Proline (where the car is to be repaired). Instead Proline is calling me to ask when will the insurance give authorization for the car to be repaired. When my mom was calling to take insurance, she was not advised about a car hire. Instead she asked for a comprehensive cover - thinking that it covers all the services offered. So she requested that they provide us with the initial sales call to prove that she was not advised about this deal, two weeks later the manager keeps saying they have requested the recording from their IT department. We have explained several times when we call in daily twice a day to explain that we urgently need to be mobile, however they keep transferring us and telling us that they will call us - which they never do. My colleagues are so shocked at how the whole situation is handled and I am seriously hoping to change insurances once this matter is over