King Price dragging heels on claim

My aunt submitted a claim for an accident that occurred on 28 December 2019. The last feedback she received was approximately 2 weeks and it's unclear whether repairs on the vehicle will proceed or not. She has been given the runaround by various consultants who keep promising to call her back but none of them have. All the consultants keep saying is that Basetsana will provide her with an update. This situation has inconvencied my aunt terribly as she currently has arthritis and the car was her only means of moving around for her various doctors appointment. She has a designated driver who takes her everywhere she needs to go. The vehicle is now stuck in an area where no one can access it as it's so far from her home and King Price cannot even assist her in getting the vehicle towed to the town nearest to her! She is forced to use public transport (which causes further stress on her joints) to go check on her car which is in an area hours away! It's unclear what is causing the delay on King Price's side and why the matter should take this long. I am shocked at this poor and shoddy service considering that I in my personal capacity am also a client of King Price! It's clearly time to look for another insurance provider who actually cares about all their clients of all ages and conditions!