Delayed Processing Leading to Courtesy Car Taken Away

On the 14th of July 2017, I found myself in an unfortunate situation as I accidentally damaged my vehicle. Called my insurance and they reacted immediately (as expected). The vehicle was collected and assessed by the Monday and the claim was approved by Tuesday the 19th of July 2017. Happiness.

I was called by my consultant informing me of the progress and that the vehicle would be collected by the panelbeater the following day for repairs.

On the 31st of July, after not having heard a word from the panelbeaters or my insurance I ask for a progress update. It appeared that the consultant was under the impression that the vehicle was collected by the panelbeater as she immediately rep**** that she'd contact the panelbeaters and get a progress update from them - only to discover that the authorisation code was never sent to the panelbeater hence the car still not collected and repairs had not started. The insurance company never bothered to explain to me why it took over two weeks for authorisation to be given on an approved claim. The panelbeater only collected the vehicle on Monday the 8th of August. At that time I only had a week remaining on my courtesy vehicle and unidentified damages were discovered on my vehicle leading to the ordering of parts which will arrive at an unconfirmed date as Suzuki parts apparently take a while (according to the panelbeater)

To worsen the situation Outsurance unilaterally decide to extend my courtesy vehicle rental by only 4 days meanwhile the approval of additional parts occurred on the 14th of August....a month later. One would assume it would be logical and fair to the party that is not at fault to extend the rental by an equal period to the unexplained delay.

Tomorrow, August 18th, I'm expected to return the vehicle to Avis, as till now (August 17th, 23h00) I have not gotten a response on an extension from Outsurance.

I'm completely disappointed since as a client all that needed to be done was done on my end and timeously. And when one pays for insurance one pays for some financial convenience at an inconvenient time. That financial convenience is to disappear by tomorrow as I'm obviously expected to personally rent a vehicle indefinitely till such a time that the vehicle is repaired. It's funny because all premiums an ordinary client would pay in a lifetime outweigh the cost of convenience provided by the insurer especially when the fault is on their side.