3 weeks to approve a claim

I met with an accident on the 8th January 2016 and registered the claim on the 9th January 2016.<br> I was issued with car hire on the 9th January 2016 which is only valid for a period of 30 days.<br> I never received any feedback from them within the 3 weeks that they took to approve the claim instead each time I called I was told that the consultant Joanne Hammond who is handling my claim is busy and will return my call shortly however never did until the 28th January 2016 when I was advised that the claim is approved however my car hire is about to expire and panel shop is still busy with vehicle and King Price refuses to extend the car hire. Is it my fault that they took 3 weeks to approve a claim? This is my seconf experience of terrible service, think it might be time to find another insurance company.