Claim take long

We were involved in a car accident on the 26th October 2015 and our car was towed to the nearest panelbeater, we submitted the claim the next day 27th October in the morning, since then I've been calling every day to check how far are they with my claim, on Friday the 30th October they send an assesor to assess my car and they've told me it will take 48hours to get the report from the assesor so that they can authorise my claim, 48 hours has passed a long time ago and everytime when i call them they said they are still waiting for the report from the assesor, i have called them again today 03rd Nov 2015 at 10:30 to check if the report is back and i was told that they are going to check the report at the assesor's office and they'll get back to me, they didn't get back to me so I called them again at 15:00 the other guy told me that the report is back from the assesors and the report is sitting on the desk of the guy who is working on my claim but the guy has already left to home, so what is so difficult to just authorise my claim and submitt it to the panelbeater so that they can start with the fixing, it is a minor damage but it is taking too long, I really need the car fixed