Poor customer service

My husband was in an accident at the end of November 2024. We are insured with Outsurance. The car was taken to Nuwagon panelbeaters in Roodepoort for the necessary repairs. We were promised that the car would be ready before we went away on holiday but only got it 2 weeks later. We had to take it back more than once to fix things that weren't done properly. His car went for a service 2 weeks ago and we were told that the engine mountings have to be replaced at R7000. This is something that should have been picked up when they "fixed" the car. After numerous emails and calls, it's only approved now. The panelbeater told us to bring the car in today for the replacement of the engine mountings only to find out the stock hasn't arrived. Why does Outsurance even use them??? I put a complaint in on the Outsurance app more than a week ago without any response.