Poor Turnaround on Feedback required

I had an accident in December. All Agents were very helpful as usual and the matter was resolved. After collecting my car, I picked up a few faults. I contacted Miway to arrange for my vehicle to be towed to the Service Provider. Again, the Agents were very helpful. My issue now is that my car is at the Service Provider for almost a week and I have called a few times to follow up on the progress of the call and for the assessor to contact but no one has gotten back to me. I urgently need my car to get sorted out. No one can tell me what the delay is.