Unacceptable service

I logged a hello peter which was attended to. I met with the assessor at Eastrand Motor Lab the rectification repairs where discussed and I was advised that as soon as they have a courtsey vehicle available it is know a week later and still no news. I have not heard from the person that contacted me from Outsurance regarding my complaint, I was promised that she would keep me updated, to this day no communication recveived. This is total unacceptable as I want my vehicle sorted out, I feel if the repairs where done correctly the first time this would all not been necessary that my vehicle had to go back for the rectification work to be carried out. Sometimes i wonder why we pay insurance if this is the treatment we receive. I would like to be refered to a more competant repairer to have my vehicle sorted out, as well as given a courstey vehicle to use whilst i am been totally inconvenience at no extra cost. Please could this be handled by an assessing Manager as I am not getting any joy and would just like my vehicle sorted out.