Incompetence in service delivery

I had an accident in the Free State which resulted in my vehicle being incapable of being driven. It was towed away by Roadside Assistance and I was offered a shabby/run down hotel to spend the night with my wife. The car rental company which I arranged for 8:00 a.m the next morning only arrived at 13:00 p.m.<br> <br> Due to unforeseen circumstances I was only able to submit my claim after five (5) days (partly due to the Easter long weekend). It's now been 11 days since I have submitted my claim and all I can get from the insurance is that my car is at a panel beater in Bloemfontein. They have been unable to give me further information relating to excess, duration of repair period, or quotes received for damages. They do not call to give feedback either. Am I to expect to have my vehicle returned to me at all?