Worst Claims process by Nedbank

I am currently experiencing the worst insurance claims process with Nedbank Insurance. I had an incident two weeks ago which I immediately reported and claimed for as per the procedure advised by the consultants/advisors. At the scene I had a long wait time to get through for emergency assistance of which then the gentlemen from FirstHelp assisted with a quicker call-in method and we managed to get authorization from the Nedbank Insurance Emergency department for the vehicle to be towed and the destination where it must be towed to. Two days went by with no feedback or a follow-up from the Nedbank Insurance team regarding my claim. I then had to call in to get an update as to what are the next steps to completing the claim in the best possible time only to find that I have to wait on the line for 30min+ just to reach a consultant or someone to assist with an update. I repeated this process every day since the first call of which the same thing happens where the waiting times are never less than 30min which is frustrating because it all requires a lot of airtime too. At one point I called in and the consultant advised that the towing department has been trying to reach me to find out where the car was delivered which really baffled me because they authorized the tow and advised on where it must be delivered to. I later received a call from the panelbeater asking me on a status progress because they cannot reach Nedbank Insurance due to their on-hold time limit of 20min. Fast forward 14 days later I have not had the courtesy of a phone call nor an email from a assessor or consultant acknowledging the claim or a status progress. I have called in once again today to get the matter escalated but the management was not of much help either as it keeps getting hung up. As it is I am trying to reach the Nedbank Insurance department in hopes of getting this escalation through. truly had high expectations for a seamless customer service especially for a reputable company like Nedbank as it is also my bank of choice for over 10yrs.