Customer service is terrible

I was asked by my insurance company which panel beater I would like to use I chose renew it Strydom park because of the excellent service I received

My dash has been in the same spot for over a week, I phoned to enquire what was happening and was told the agent dealing with my car has not been at work for the week so they don’t update the systems WHAT?

I then asked if I could get an update to which they responded someone would call me back I waited an hour and 15 no call I called again at 16:45 and was told they close in 15 min I would defiantly get a call as the agent were all busy with there own clients. So because the agent I’m dealing with is not at work I am forgotten about and not important enough to call back what disgusting service