Deposit held too long

It's been more than a week since we returned Europcar's car. I received an sms stating that there is a claim blah blah blah. When I Phoned Europcar shortly after the sms they informed me that the tire was damaged( I took out insurance for this) and that I will be getting my deposit back shortly. Today 9 days later I phoned Europcar again requesting an update and now they informed me that because it is an insurance claim it might take up to 21 working days. I know there is due course that needs to be followed, but my issue is with procedure not followed from Europcar re- why was the process not started the same day(9 days ago)...why was I not informed of progress other than an sms 7 days ago If I had not phoned again today than in a month from now nothing would have been done or communicated. Not what I expected from Europcar