Excess fee refund

I was involved in an accident in November 2017 , i had to pay an excess of R4010 and a consultant by the name of Zanele (Zaa) Mahlangu from the Legal department called me to explain their process of recovering the funds from the third party side. I thought she was joking yo my surprise on the 5th March she called and inform me that they have recovered the cost and my excess will be refunded in 48 hours, Thank you Outsusurance for the service im happy☺. Please just address the part where your service providers are unable to repair the car within 30 days claiming that the delay is with the delivery of the parts at the same time the Car hire contract expire in 28 days and as customer i was left stranded without a car for 10 days and no one wanted to take any accountability, you Customer care department passed the buck to the service provider, the service provider told me that they don't hire out cars?