Incredibly bad service on claim settlement

In December I submitted a claim to OUTsurance to fix my bakkie which was in an accident on the N12. They took the bakkie, gave me a courtesy bakkie through Hertz. Last week Wednesday my claim was approved, but not yet paid out or my vehicle returned as I opted to fix the vehicle myself with the claim payout. The assessor advised me I can return the courtesy vehicle once my claim payout is done. He advised he would do the payment last week Thursday and arrange for delivery of my bakkie. None was done on the day. The claim payout was only done on Tuesday and only because hertz wanted their bakkie back. To this day I still have not yet received my bakkie back and it was supposedly arranged to be returned to me last week