Insurance Failing to respond to my complaint

I lodged a complaint with Miway regarding a vehicle that was left unassembled after an assessment. I was then given a release note to take the car as is. The car was taken to SMG and I notified the insurance teh same day and send pictures. Noone responded for a week. I followed up with a quote from SMG for the parts that they needed to assemble the car back just to the normal state just to diagnose. The service has been terrible. I have logged a number of callbacks with only one returned by someone who wanted me to take them through the story from the scratch. I have been calling their call centre only to be told the person is on leave. The last straw has to be last week when I spoke to Mandisa Xulu and she portrayed a total lack of concern, telling me that, I was making it possible for them to assist and told me Faber Coachworks had accepted responsibility. This was not mentioned until after the screaming match between me and her. It has been 2.5 months. Service has been really pathetic. At one point I made it clear I needed to speak to a manager to resolve this but I was merely transferred to a different consultant. I am happy to take this case to the Ombudsman if neccessary