Sick with the service I'm receiving from Outsurance

It's been 6 weeks since I called outsurance reporting an accident. They brilliant at making you feel like a valued customer until you claim. I'm horrified but they seems to think this is the kind of service I should expect . I've been a client for over 20 years, had minimal claims, and always paid my premium. This is my first accident ever and first it was well we have to look for alternative parts, which I was not aware of and they were quick to answer on well it's in our terms and conditions and in line with the ombudsman. So I left it. It's been 6 weeks how long do you expect a 'valued ' customer to wait? Now the panel beaters have said the parts they sourced as alternate part don't fit the car and they have sent through an approval to Outsurance to have new parts installed. I called Outsurance this morning to asked about a time line, and they don't know. I don't care if the delay has been on the panel beaters side, as they say it's been on Outsurance side. I'm your 'valued' client in the middle. Outsurance has them as a preferred provider, sort it out. What about keeping your clients informed on progress? The service I always received , I expected this, I was very wrong. I'm at my wits end, as you don't care and I have been carless for 6 weeks. You quick to offer car hire to be added for next time...There won't be a next time for this loyal client.