Bad Service and Failure to Communicate Timely

My son submitted a motor vehicle claim during November 2014. The claim was registered and the vehicle collected by the panel beater appointed by Integrisure. No proof of collection was provided by the company who collected the vehicle. We had to contact Integrisure to find out where the vehicle was taken to. Two weeks later we contacted Integrisure again to find out what the status of the claim was. We were informed that the assessor had not submitted a report as yet. Motor hire was approved for 30 days. Close to expiry of the motor hire we had to phone again to find out what the status of the claim was and was advised that auth for repairs were only given on 24 Dec 14. We requested extension of motor hire and was advised that the matter will be referred for auth and that management will call back the same day. No response. We accepted that all was in order and enquired again in Jan 2015 just to be told that we are responsible for motor hire. We contacted Integrisure on numerous occasions to resolve the matter but all promises for feedback resulted in no feedback at all. The delay was not on our side. Why should we then be held responsible for additional cost for motor hire?