Private goods ****** out of the car

I've taken my car to Panel P&D which outsurance advised me to. Upon dropping my they did a really good job on the claim I put it in for. But when my car returned I've noticed that my car mats were missing which were original Yaris mats. I've taken it up with P&D and got nowhere with them. I then decided to contact outsurance as they are dealing with them. It has been 2 weeks and outsurance keeps on telling me that they will sort the problem out but they never get back to me.I'm the one to contact them but the matter is still unresolved after 2 weeks. This is unacceptable and I'm fedup with outsurance and their service. This is the first time I put a claim in and this is the service I'm receiving.