Is cost saving really beating service - especially if you were used to good service

Very frustrating. 5 days ago I received my claim reg number. Since then I have been trying to follow up, but phone selection ays "we will contact you shortly" and then nothing - 3 days trying to call. All I need to know is where to take my car for the assessment etc. Claims take 5-7 working days, but in my past experience, the assessment contact or appointment does not take 5-7 working days. I have been trying since 30 November just to get my claim to a place where there is an assessment done and the panel beaters information when the car can be taken in. It is now so late, the panel beaters will close next ek, open in Jan and I will only get my car back in Feb. Comparing to Outsurance and discovery, this turn around time is so exhausting, the time spent d trying to get a hold on someone or waiting for callbacks. So, it is either this extensive long period or pay more for a quicker turn around time. I also had a request for additional information to be sent, which I did, but no automated response on email. Maybe being used to Outsurane keeping you on track of every step and constant feedback, I have no idea now of when I will have an assessment, did they receive my additional documents or even if there is more information they need for the claim to be successful. I was so hopeful that I could get the same service whilst saving money on premiums