Pathetic service

I have been receiving bad service since i joined this insurance, I made a claim on the 5 April, claim was approved after they gave me hard time, authorisation number was sent to the repairs company, now the repairs company needs authorisation for additional parts they have been calling and emailing since last week with no reply. I spoke to Fikile yesterday who promised me that she will contact the assessors since they’re the one dealing with authorisation, she promised me that she will keep me updated but until now I’m still waiting. And on top of that i don’t have a courtesy car because your consultant didn’t include it on the policy, I asked for a call recording but i have not receive it since 21 April