taking too long to approve a claim

my car had an accident on the 21 November 2015 I tried calling of which the voice prompt said the offices are closed I left a call back no one came back to me. on Monday the 23rd November I called waited 15 minutes before my call was answered gave all that was required of me an sms/email was sent to me to go for a quote in waner beach. submitted the claim on email to Tsholofelo of which I I called she said she did not receive emaild to her on Wednesday. called again for status of my application was told Auto rust is the one to send the quote for approval. up to date am still waiting for my car to be fixed the worse part this is my first claim I joined in 2012. I am realy disgusted with the service. companies are closing in two weeks time I really wonder if my car will be ever fixed.