Bad customer service

After being a client with outsurance for 4years we have had the worse service from them. They sent my car to an auto body repair shop for two weeks my car was in line to be fixed after so many calls finally to get a response to say there is a part order from VW which they now waiting on. I feel this is outsurance responsibility to have come back to us with the progress of our car, they made this mistake now we have to pay for extra days for the curtesy car as our car is now not ready for collection. Very disappointed in the way they have handled this situation two weeks we been calling to find out where the car is and how long still we still waiting for them to return our call.