Disappointed in Mutual and Federal service delivery

over a month and 3 weeks ago I had had a accident and i did contacted my insurance mutual and federal they arranged for my car to be picked up. after a week they came back to me and told me they have send the car away too the penal beating shop . I got a rental car for 30 days that was arranged by mutual and federal. after 30 days my car was still not fix and I contacted the mutual and federal employee and he extended the rental car for 12 days. after the 12 days were over I contacted the same employee who handled my case and he said there is nothing he can do and that I must contact the penal beaters for a curtesy car. the penal beaters informed me that a curtesy car will cost R75 per day I still don't understand why my car is still not fixed. mutual and federal refused to take any responsibility and said I must contact the penal beaters. the penal beaters in return said mutual and federal toke very long too approve the quotations. I do not understand why I am in the middle of mutual and federal and the penal beaters. I expected mutual and federal too handled the claim on my behalf. I send an email to the email address that I fount on the mutual and federal website for customer complains. mutual and federal rep**** on this mail and said that they are investigating the case and will come back to me with in 5 days. it is more then 5 days and still no information for mutual and federal. my claim number is ********** 74.