Atrocious service

My car was involved in an accident and the insurance booked it in at Renew-it Bedfordview. I was assigned a service adviser and notified of any updates. On Monday the 19th of September I received an update that additional damages need to be approved by the insurer. I tried calling the adviser , was unsuccessful and sent an email. I didnt receive a response, tried calling the next day , was unsuccessful and sent a further email. Two days later i managed to speak to the adviser who was condascending and indifferent, I was advised that they are awaiting approval and only then can they order parts and once receiving parts, it would take 10 to 15 working days to repair. I followed up with my insurance only to find out the insurance did not receive the authorisation request. i find this service negligent and unacceptable.