Incompetency

On the 7th of September our car was towed to renew it.. N on the 11/09 renew told us they are done with the assessment and are awaiting feedback from the insurance.. Called the insurance and was told it's gone to some department and it will take 48hrs to get the feedback.. The following week we heard nothing from the insurance company and on the 21/09 we called them to find out what the delay was n we were told they didn't know which metro police had the case and we told the natasha that she could have called us and asked us but she never did n they told us the guy who hit us didn't answer his phone n we immediately called the guy and he answered and informed us that he had been waiting n hadn't heard anything from the insurance we immediately called the insurance and informed them, all of the sudden they got hold of him..they approved the car finally on that day due to us calling and doing their work for them, we were not aware that today was the last day of the courtesy car we called the insurance to enquire how long we have n ww were told we must return the car today,ww asked for an extension and we're rudely told no inspite of pointing out the delay was from their side.no was t