unexceptable POOR service!!!

i lodged a claim with my insurer, standard bank insurance. they send me to so called Auto Magic in Menlyn for a assesment and photo's. about 7 days later i received a call from Auto Magic saying that me claim has been approved and that they want to make an appointment to take my car in for repairs. unfortunately in the period (while i waited for my car to be booked in), i had another small accident. i phoned Standard Bank insurance immediately to notify them. they assured me they will get the claim authorised while the car is with Auto Magic. it is now 10 days later and the only response I got when I phone Standard Bank's claim division was that the assesor, Martin Lange was busy with the claim and they will get him to phone me, SINCE AUTO MAGIC IS NOT A BMW APPROVED DEALER AND MY CAR IS STILL UNDER WARRANTY AND MY CAR HAS TO GO TO ANOTHER PANELBEATER!!! NO RESPONSE WHAT SO EVER!!! THE CALL CENTRE IS CONVUSED AND NO ONE CAN HELP ME!!!