BAD SERVICE!!!!

I am a client for almost 20 Years by Outsurance,all my vehicles ,house content etc is insured by them.My wife got stuck in overflowing water on a public road.The car got water into the exhuast and she had to be towed out.Tomorrow it will be 7 days,and NOTHING NOTHING has been done by Outsurance.First they towed the car to accesment centre,where all they done was to give instructions to another company to do tests" on the engine,took 2 days for that.After car was towed to 2nd place,they couldnt do anything as per accessors instructions as they aren't a BMW specialist.REALLY REALLY,couldnt Outsurance send the car directly to the correct dept in the first place!!!!!!.They told us alraedy that this is going to be a LONG and very unpleasant situation.

I Phoned Outsurance to ask if it is possible for a rental car,even if i have to pay :The immediately answered me NO!,its not possible we need to go to car rental company.REALLY,after been a client for almost 20 years and my wife asking politely for a rental,and me sending a email to ask for rental car:and still waiting for them to reply to me after 2 days?????.I wonder how long is this going to take to be sorted out,i was already told im going to have a eccess of R5200,but still up to now,1 week later NO TESTS AT ALL has been done to my car,except towing it to Chamdor,then to Randfontei,then to Johannesburg......alot of costs and still no conclusion on whats going to happen.We are moving to another house on Friday,asked them to assist with rental car??????answer is a simple NO SIR!!!!!!,and still no hurry to get my car tested and fixed,BUT MY INSURANCE PAYMENT GO'S OFF EVERY MONTH IMMEDIATELY.....??????.....!!!!!!!