Disappointed Loyal Client

I have been an Outsurance client for over 20 years . I have only had minor claims over the years but last week I personally was involved in my first car accident. Outsurance was great as always but getting my car into the panel beaters has been a mission. I was told by the Outsurance consultant that it's because most panel beaters are booked out until April. I called the panel beater again this morning only to find out that my claim states that 'alternate' parts need to be sourced at a set price stipulated by Outsurance. They said it delays the process as you need to find a part that fits and at the stated price I was never made away of this condition. I've always paid my premuims and thought that if anything every went wrong I would be covered and helped as a valued ,paying client. There is a huge delay now as the panel beater advised that not all parts of a particular vehicle are guaranteed to fit that car model. I am also concerned that as a client you think you are paying insurance that you will be covered if anything happens and will get the best parts for your vehicle. Why are our premiums not adjusted if we have to wait for the alternate and second grade parts? After this process I will definitely take my business elsewhere after being loyal. I guess loyalty counts for nothing!