Unhappy paying client

I am a long standing client who has never previously claimed from the insurance. On my very first claim for accident damage to my car, my claim is being mismanaged. I am not given much needed information and feedback, my emails are not responded to and my complaints and concerns not heard. In addition the insurance approved panel beaters and assessors are also avoiding calls and referring back and forth between each other with no one one claiming responsibility. My vehicle is currently in the possession of the panel beaters for several weeks but is not being fixed.