Service levels dropped!

Been a client for 25 years. Your 250th client if I recall! Always an advocate for your excellent customer care. But now I have a small bumper bash and after registering the claim I have not had a word of feedback or check ins. No follow ups! Nothing! I picked up my vehicle, but it had a huge issue in that it kept on braking in the middle of the road .with no warning or anything. Clearly the sensors were malfunctioning! I tried to get hold of my agent. No phone back. Eventually got help to get the car back to the panel beater. I called you! That was Friday. Got a call back on Monday. Was going to find out what is happening and call me back. Still waiting! The panelbeater says that they are waiting on Outsurance! It is close to a month. Very very disappointing. Not the Outsurance I came to know over 25 years. Maybe too much chasing new clients to care about the old!