Bad service

On the 04 December 2019 I was involved in a car accident I called my insurance Motorsure Direct, they came and towed the vehicle. On the 06 December 2019 my claim was registered and I was issued with a courtesy car. I have been calling to get an update on my claim and was told they still waiting for assessment report. On the 06 January 2020 I returned the courtesy car after 30 days and I am now walking because I have no car. When I call for an update they say the assessment is in process but my car has been with towing company since the day of the accident and there is still nothing done on the car. When I call the asseser they say they are waiting for the insurance to uplift the vehicle to a panel beater on the other hand the insurance is saying it's waiting for the assessment report. I am the one who keeps calling to get an update sometimes they say they will get back to me but never did. I feel victimized and taken for granted