Vehicle accident claim/Courtesy vehicle

With my current claim you again took 17days to finalise the claim. The vehicle were moved to the panel beaters who advised that they had to return the parts they received and are awaiting the new parts. With the previous claim, because it took Virgin Money so long to approve the claim our rental period was extended. There were still some issues, which there still is, the vehicle were returned to them and our courtesy rental extended. Now were sitting with the same kind of situation. Now we must be penalised for firstly the delay on your side and also for the delay from the panel beater side by having to either pay for a rental vehicle ourselves or be without a vehicle until our vehicle is fixed, as the panel beater contacted your offices and advised me that they don't have courtesy vehicles and were told that we must make arrangements ourselves. I'm very unhappy with this attitude and treatment and feel that it might be time for me to consider looking for and alternative insurance.