All good until I submitted a claim

late last year I switched from insurer of 8 years to Alexander Forbes. What a mistake! I had an accident late last year and I called AF who sent a towing truck. three days later they called me asking me to help locate my car because they didn't know where it was. On November 3 they gave repair go ahead. I have a 30 day car hire facility but only got car on November 7. I followed up on repairs via Frans Namanyana and he never bothered to give me an update. On November 23 I made another follow up and I was told an assessor had only given his report on that day. I then indicated that chances are my car will not be complete and the delay was not problem so I needed an extension. No response. I followed up again. no reply. On December 7 Avis sent and email to AF requesting an extension and again no reply. I followed up and was told a manager would call me. On December 30 while on holiday Avis informed me AF had refused to extend. I sent my complaint to Frans' manger Kerry Britz who told me it was not AF's fault that parts weren't available and it wasn't AF fault that repairs close over December. I have to settle the bill. I escalated with her manager Kim two weeks gone NO ANSWER.