Momentum Insurance Disappoints

My car is insured by Momentum. After I was involved in an accident, my car was towed by one of their registered tow truck companies. They towed my car to their premises and refused to tow the car to the panel beater, because they were struggling to get authorisation from Momentum. After many phone calls and confusion, my car was released and towed to the repair shop.

My car was assessed by Momentum's assessor and I was informed that the claim has been authorised and repairs would begin - only to receive a call from the repair shop, informing me that they cannot start repairs until they have authorisation from Momentum. I was informed that everything was authorised 11 days ago and that repairs would begin. No parts have been ordered, no repairs have been done, and I have no idea when I will have a car again. The accident happened 18 days ago.