Outsurance, Monument Panel Beaters - slow, bad customer service

Somebody crashed into me at the end of last year. My car, insured with Outsurance, went into Monument Panel Beaters 3 weeks ago. The repairs were meant to take 7-10 days. I have been on the phone almost daily to get answers from both Outsurance and the panel beaters as to why the repairs are taking so long. Every time without fail, someone says they will get back to me and they NEVER do. I have to call each day for an update, which is completely useless because I get told the same information. The panel beaters ordered the wrong parts (!) and I have been calling consistently for two weeks about the fact that the car was not starting and they needed to check the battery. To this date, they say they are still waiting for someone to assess the battery. How can it take two weeks to assess a battery? I feel that nobody is hearing me out or making an effort to resolve this. We have been policy holders for 20 years and this is the service we get! I am tired of constantly having to call for updates, which I don't get and get told I will be called back but never am. It is bordering on a month now!