Worst of Service/ Claims Division No service at all. No calls or email responses

It has been over a month, I logged my claims with insurance. It took me over 10-15 emails sending to a lady by the name Ursula who does not respond to emails at all. After my claim was approved and allocated to BMW Sandton Approved panelbeater to replace a mirror, it took BMW Sandton a week to order the mirror and the received it. After dropping in the car with the panelbeater, BMW Approved inform me they need to add a lense of the mirror. They need Insurance to approve. A job that was meant to take one day, is now being dragged to take several days and I cannot use my car. I send several emails to insurance, Ursula and as usual, there is no response. I am failing to understand how do I deserve the type of service directed to us as customers. The insurance cannot take calls as well that is the worst part. I need a car hire now, however no one can assist.