Car Assessment delay by my insurance, delay now being borne by me.

I have been a client of Absa idirect insurance since 2012. That is 10 years ..

On the 05 January 2023 I was involved in an accident and I contacted my insurance because it was damaged and could not be drivable, it was towed to the nearest panel beaters, on the following day, 06 January 2023 I was arranged a courtesy vehicle.

I kept following up with the ABSA on the feedback of the assessment week in, week out only to be informed on 03 February 2023 that the assessor delayed and concluded the assessment and approval was granted on 03 February 2023.

Now I found myself having to return the hired courtesy vehicle (tomorrow) due to the delay of time not caused or controlled by me but by ABSA, now I found myself not having means of transportation of which I do believe should the assessment been concluded by the 1st week, the car would have been fixed by now.

I have tried to call Absa complains office line even as I write this email still holding for 1 hour on ***but no one has picked it up from 15:30 to 16:36.

I believe since the delaying factor on the assessment was not on my side they should extend the courtesy vehicle.