I should not have to worry about the repair proces

Miway has been a good insurance company but I am having trouble understanding something now. I had an accident on the 26th of January. It took 3 days for the assessment which is okay. My car had to be moved from the penalbeaters who towed my car to another penalbeater cos the one couldn't fix car under warranty. It took 4 days for my car to be moved cos the penalbeaters refused to release it. I had to follow up with the penalbeaters who were waiting for the car almost to find out what is happening and tell my insurer that my car was sitting around not being repaired. Is that not my insurers job - to make sure the process of repairing has began and update me if such things happen. I lost 4 days with regard to the courtsey car cos my insurer won't extend my car hire. Seriously, am I responsible for this, this can not be, <br> <br> Insurance companies and penalbeaters are just in a league of their own re:service