Mistake made by insurance leaving me affected

I have been a client of momentum car insurance since 2015 and never had any issues until my vehicle was in an accident on the 11 December 2017. Since the accident my vehicle was towed to a non VW Registered provider in KZN while I was on holiday, the agent advised me on call recording that alpha panelbeaters are not VW registered. Apart from me having to travel back to KZN to collect my vehicle as they refused to tow it to JHB they took about 2 weeks to transfer my vehicle to another panelbeater. Now my car hire is due and my vehicle is not yet fixed because of inefficient service and I have to extend my car hire on my own account for another week. Is it my fault that momentum made a mistake and have communication gaps between them and their panelbeaters? I called in and an agent nthakazeni did a timeline for me however she failed to add that I was told by momentum that alpha panelbeaters are not VW registered at the time. I have been inconvenienced by this whole affair and they still refuse to extend my car hire for a week.