Unbelievably bad service

I have an insurancr for my car with Dial Direct Insurance. I was involved in a car accident on the 30th of September and lodged a claim with the insurance company, submitted all that needed to be submitted for the claim to be processed. The assessor was sent out, and the decision was to repair the vehicle. Well there are things that I am not satisfied with, firstly the issue of car hire, I was told that upon taking the policy I opted for 15 days car hire, what I do not understand is, why would I opt for that not knowning how long it would take for the car to be repaired. When my wife queried, the response she got was that the insurance has processed the claim within 6 days to process the claim, which is said to be within the prescribed period. Had the processing of the claim taken longer, we would have the car for longer. Thia still does not make sense becauze we had taken the car back upon 15 days but our car is still at the panelbeaters, way beyond 15 days, it is almost a month now. I went to the panelbeaters but the owner claims that the insurance company is the one delaying in terms of authorising other things on the car. Granted that I cannot get anything better than I had before the accident but in terms of getting the car to where it was before the accident is still not done. I was suppoaed to get my car last Friday (2017-10-22) according to what was initially communicated to me, but each time I go to the panel beaters, I am told by the insurance company. Myself and the owner of the panelbeater even called the company insurance together but we were told different stories. To be honest, at this point i do not know who is lying between the panelbeater and the insurance company.

Secondly,on the issue of the access amount. Upon taking out the policy, I opted for R10 000 access, now I am told that because my licence is less than 2 years, i have to pay about R13 000 access. This was not communicated to me upon taking out the policy, in fact the consultant I talked to yesterday (2017-10-25) said it is the telesales person's fault, they were supposed to make me aware from the onset. Now, what I do not get is, why should I suffer because some telesales person forgot to mention thw issue of the licence to me. Why should I take the fall, why cant the insurance stick to what they sold to me and resolve the matter internally with their employee.

I am really not happy with the service I have receievd thus far with Dial Direct. I had to take the hired car back yet I still do not have my car.