Paying for Bad Service

Hi Just want to share the bad service i am receiving from old Mutual Insurance. I reported my vehicle accident two weeks ago, with almost every day mailing Sylvester Zikalala,the person handling my case .The quotation had taken a week and now the assessor a week. I still don't know when my vehicle will be repaired. Currently my vehicle is still standing at my home. Will I even get my car back before the holidays?. It seems the premiums must be on time and the service delivery will be when ever.