AWAITING REVIEW PROCESS CASE S220/20

I was involved in an accident in February 2020 , my insurer decided that my car was a write off , whiles I had 2 different quotes saying my car was fixable. I was given a take it or leave it option. its either i let them take my car or I KEEP IT AND FIX IT MY SELF. I decided to fix it my self and asked for them to refund me my towing fees and some1 from their call centre told me , he was calling Johan (the guy who towed my car) and told me everything was cool. but that matter as well seems to be going on and on and on.

every time I Ask the progress of the case i get :

KINDLY BE ADVISED THAT AS SOON AS JOJAN HAS FINALIZED AND REVIEW PROCESS HE WILL REVENT,

for over a month Johan is still listening to one call to revert back to me?

this is really frustrating as im trying to finish off fixing my car

WHAT IS IT THAT MAKING THIS PROCEDURE SO LONG?????