Extreme disappointment with Outsurance claims department and staff

Very dissatisfied with the service from OUTsurance after being a loyal client for over 5 years. My car was recently involved in an accident. The panelbeaters have had my car for almost 4 weeks now and estimate the repairs to be done only two weeks from now, and I am expected to be without a vehicle until then. OUTsurance refuses to extend my car hire while the panel beater who is causing the delay fixes my vehicle. OUTsurance say this is not their problem as the parts were delayed for my vehicle even though this is their preferred service provider. This shouldn’t be something that I have to deal with as a customer of OUTsurance who has been paying premiums for so many years. I have no other means of transport and OUTsurance does not seem to care. There is a serious lack of compassion for customers at OUTsurance. Not sure if I should take this to the ombudsman or just take my business elsewhere.