Loyal customer for many years very disappointed with recent interactions

I have been very disappointed with Miway. I have been a customer of theirs for several years, always been more than happy with the service they provide, however after the recent interactions I have had with them, I am going to be changing my insurance provider as soon as my cars have been received back from the various repair centres. They used to have a dedicated agent assigned to your claim who would consistently provide you with feedback as to the status of a claim, who was available when you called, however, now it seems almost near impossible to get any relevant and meaningful feedback on what is happening to the claims, and all calls just go through the call centre, and when I have phoned there is so much talking and mucking around in the background. I must say Jaime (call centre manager) has tried to assist me as best he could, but we are still waiting on the additional claims for the claim to be authorised by the assessors in an acceptable time frame. I have been waiting for my car for 3 weeks now, and I can get receipt of it, however there is one issue that needs to be authorised which is not being done, which is holding up delivery of my car.