Bad customer service

I am honestly not happy with renew it Randburg, they don’t have customer service, they don’t return calls after promising that they will call back, no update on your car, they also don’t respond to emails, we had to go fight them in the branch for them to start working on my car. After receiving my car, we noticed that the boot mat is missing, we called to notify them and they kept on saying they will call back. I even reported this to the service help desk and they said I will receive feedback. 5 days later still nothing and I have been calling everyday. I don’t understand why insurance companies still partner with them even after so many bad reviews of people complaining about the same thing over and over again.