Poor Service from Outsurance

After many years with Outsurance, I had my first claim 3 weeks ago and I am now a very disgruntled client. My vehicle was assessed 3 weeks ago and approval was given for the panel beater to commence with repairs. Parts were ordered and since then there has been no progress. Due to parts not being available from the dealer, neither the panel beater nor Outsurance can give me any indication on when the vehicle will be ready. When the assessment was done, Outsurance had indicated that 2nd hand parts would have to be used for (what I assumed) were either too for either unavailable or too expensive new parts. These parts have been sourced; but after 2 weeks it was established that the panel beater dealer is unable to procure the new parts needed from the dealer. There has been a total lack of urgency from Outsurance and I cannot understand how Outsurance can approve the repair of the vehicle without confirmation from the panel beater that parts are readily available; especially when it is evident that they had already approved some of the parts to be procured as second hand parts to reduce costs. I have already lodged to complaints and there is still no indication when the vehicle should be completed.