Bad service from Miway!!

It has been more than a month that my vehicle has been with a panelbeating company. If we don't call Miway or the panelbeating company, we don't get feedback at all!!! I have been waiting for feedback from an assessor that was supposed to go and see why the panelbeaters are taking so long with our vehicle, and what the problems are, and almost a week later, no response from the insurance. I have sent them emails also, and they don't even bother to reply to any of my emails. The funny thing is, our accident is a third party claim, how long am I going to struggle to get my excess back, that I had to pay out of my pocket, if I am struggling like this now, only to get feedback, and to get my vehicle back!?