Dialdirect ineffective processes

I am a customer with Dialdirect who recently logged a claim after having been involved in a car accident. I logged the claim the day it happened (23-Apr-22) and I requested and received a courtesy car soon after that, on 25-Apr-22. It took Dialdirect over two weeks (11 business days) to settle my claim (10-May-22) and following this I made contact with the panel beater who said that the car shall be ready at least 3 weeks, max 5 weeks, from receipt of parts, which was 19-May-22. this meant the car can be ready only from 09-Jun-22. I contacted the insurance on 19-May-22 to arrange an extension of the courtesy car which was to be returned on 25-May-22, giving them a week to do their internal processes. I followed up today 24-May-22 on process and I am being told to return the vehicle and they are still investigating. their agent Theodore put me on hold for over 30 minutes claiming to be resolving my issue. As I post this I am still on hold with no likelihood of a resolution.