Poor, slow "service", lack of response

My vehicle is in for a new clutch that my policy covers and I confirmed cover via telephone / email. Delivered Monday 27th May. Their preferred service provider battled to get hold of someone for approval via telephone. I also discovered that calls largely go unanswered. Contact was finally made and service team sent pics etc of clutch. As at today 29th they apparently want an assessor to inspect the vehicle and the clutch and this could take 48hrs! So it's gone from being covered to this could take a week or more at this rate! And everytime you call you're lucky to actually get answered which is usually by someone in a different department! By the number of complaints this seems to be standard poor operating procedure by this company. What's scary is that the car is with their repairer of choice and one gets the impression that they don't trust anybody. I need my car back ASAP!