Not a happy client

I have being a client with OUTsurance for many years and only claim 2 or 3 time in all this years. I was in a car accident in on 20 August 2018 and I was very relief when my claim number was giving with in minutes and the Yolandi Hoeksma was super helpful and friendly. I was on my way on holiday and Yohandi assured me that I can take my car to the panel beaters the following Monday. I even got a sms to tell me where I must take my car in Richards Bay. OUTsurance made an appointment for me at the panel beaters in Richards Bay(27 August 2018). After a week I was waiting for feedback and phoned the panel beters in RichardsBay and they told me that they send the quote to OUTsurance 28 August 2018. When I called OUTsurance and ask them what is happening they told me I need to take my car to Sanger or Balito as this is their preferred panel beathers for Suzuki. There is NO communication and they wasted my time sending me to the panel Beaters in Richards Bay. Now I’m stuck as I’m working and there is no way that I can take my car to Stanger that is 100km far from Richards Bay, how must I get back home. My husband is a Truck driver and never home. The panel breathers in Stanger is also not open on a weekend. OUTsurance wants to pay out the money to me but I’m not interested as I need them to fix my car as this is what I’m paying for. I’m happy to make use of the panel breather in Richards Bay .