Undercover Servise failure

Pay monthly premiums when claim you wait or chase after the insurance to assist for service you paying for. My sister registered a claim 3 weeks ago the car is parked at her house no one from UNDERCOVER came to assess the car. She phones and be told to send docs that they already have. Panelbeater not booked, how is she travelling, don't care not their problem. She is livid with the service from undercover insurance. The car should be coming back from the panelbeater but no it's parked at home. They don't have complaints and compliance numbers on ther site only *** & *** which will be attended in 3 weeks. Melisha Sewparsad when I spoke to her was very relaxed, my sister does not have the energy to fighting you she grieving. Do the right thing and sort her or will be on social platforms UNDERCOVER. Claim number ***5