Poor service

It is the 3rd week now since my car has been booked in at a repairer and nothing has been done on it due to poor service from Standard Bank insurance because they are taking too long to respond to the request the repairer made on additional quote for my car. Whenever I call, a different person gives me a new story and promises to look into the matter but nothing has been done for the past two weeks, I guess whenever I put my phone down they forget about me. In the process I'm incurring traveling costs due to their sloppiness.