Waiting so long for a courtesy car

I have a very bad experience with Miway Insurance, my grandfather got into a accident on Tuesday 09 December 2025 I reported the incident to Miway and the claim was authorized...the vehicle went in for repairs from Monday 15 December 2025 and I'm struggling to get car hire from them currently my grandfather have no vehicle to move around and I've been contacting them several times to find out what is going on but still no one can assist me they keep on saying they gonna get back to me but no response I even tried sending emails to the person who is handling the claim but I'm not getting any response, my thing is just this, if I take out car hire on my policy it should be on standby because anything can happen anytime and the vehicle plays a very important role in our lives especially for work...I'm very disappointed I pay extra every month for this benefit but still I need to struggle to just get what I pay for.

Miway can you please sort this out I'm considering canceling my insurance and moving to a insurance company that actually takes these matters seriously

Can someone please tell me if I'm overreacting or is this a normal thing to wait so long for a courtesy car while your car went in for repairs.