Once claim is approved, no more customer service.

My fiance had an accident on the 11th of April, first the car was towed to the wrong yard, which took 3 days (excluding weekend) to retrieve and get to the correct yard, the assessment was then done and the car moved to the new yard repair on the 16/17 April. The car has not been touched yet as they are waiting for parts for the car, it is a Ford and not an exotic model. Why has this process been fighting from day one. we joined outsurance as we were guaranteed excellent and caring service. if we did not follow up and demand things to be done correctly non of this would have happened. the car is now set for completion on the 10th of May, almost a month exactly to repair? Once the car is handed over to the repairer does outsurance just take a step back and not ensure their clients are back on the road and happy with what we pay for every month. Please can i have an answer to this.