Poor service from AFFINITY CAR INSURANCE

I am very disappointed with Affinity insurance and their poor service, my father was involved in an accident on the 27.07.2019 to this day he has not received a courtesy car from the insurance when he calls them to find out about the courtesy car and the outcome of his claim, he is told that they are still waiting for the assessor Dieter Duwe to give them a report. Please assist as my father is unable to do anything, he needs a car and a way forward regarding his claim.