Who do I take legal action against?

Miway is my insurance company. They chose Hailbusters to repair my hail damage. I logged my claim on 9/2/2015. Today I was put on hold for 24 minutes only to be told that they cannot get hold of the lady who deals with the claims at Hailbusters. Again I was told that an email will be sent to the assessors and I would be copied! Haven't received one yet! The only feedback I get from Hailbusters is updates on their call center! A month ago Hailbusters told me they were awaiting a bonnet for my car. BUT they can book my vehicle in?? Why?