Poor service by the consultant allocated to me

I got an accident on the 18th of december 2022 and my car was towed to SMD in polokwane. since december to january the consultant never called to update me on the progress of the claim, im the one who kept on sending emails and calling miway and they always said they cannot not give me her direct number, they said they sent her an email she will call me back but she never did. She only called on the 9th of january indicating that she will send the release letter so that i can take my car back, i begged her to sent the release leter on the 9th as i was going back to work the next day but even today the 13 of january they did not provide me with the release letter.My car is slowly getting futher damages at SMD as miway is failing to produce the release letter over a week. My car is parked in the sun, hit by heavy rains, parked in a `bushy place, what if there are rats there? is miway going to compesate me for futher damages on my car?