Unsatisfactory process after claim

This was my first claim in the 3 years I have been with outsurance and I was hopeful that it would be quick and painless. The claim process was quick and my claim was authorized within a few days of claiming. Unfortunately the folow up after that was not as satisfactory.

I had a minor accident on 16 June 2019 which left me with damage the front part of my car, including the bonnet. My car was towed to a tow in centre on the night of my accident and a few days after my claim was authorized. On Monday 24 June 2019, I got a call from their service provider Galliga Autobody to tell me that my car is with them and it will take 72 hours for them to get the parts they need, I will be contacted then and kept in the loop. That was one week after my accident. A week later on 4 July 2019, after I did not hear back from them, I decided to call and find out what the progress was on my car, only to be told by the service provider that my car is actually not with them even though they said it was a week ago (their explanation was that they phone you as soon as your car shows up on their system which does not make sense if the car is not actually with them). According to them Outsurance had not given them authorization to tow it, while Outsurance claimed that the car should be with the service provider. I had to physically go to the service provider and when I got there my car had only arrived a few minutes prior. I was still patient at this point giving them and Outsurance the benefit of the doubt that everything will be as quick as possible after that. I was told that the damage to the car would be reassessed and then additional faults were found that had to be claimed for. That process took about 2 days. On the Tuesday 9 July 2019, the third week after my accident, I phoned the service provider again for an update. I was told that they are waiting for parts like a new bonnet etc. A week later on 15 July 2019, the fourth week after the accident, I phoned again only to be told that they are still waiting for parts. At this point I started to panic as the courtesy car that I had was only valid for a month and I would have to return it on Friday 19 July. I phoned Outsurance thinking that maybe it could be extended but was told that they have a 30 day policy for rental cars which cannot be extended. I understand the policy but if you have a 30 day policy does that not mean that your client's car, if possible, should be fixed within the 30 days and should that not be possible it should be communicated to them in a timely manner? I now had the problem that I would be stuck without a car, with no clear indication of when my car would be fixed. I logged a complaint which was then escalated and a client liason officer was appointed to deal with the complaint. He promised to find out from the service provider what the delay was and also to find out whose fault it was that my car just stood at the tow in centre for about a week after the claim was authorized, without any work being done on it or any work even being initiated. He said they would then look into either Outsurance or the service provider providing me with a rental car for an extra week. He did not get back to me the next day, so I had to email him the day after in order to get feedback. I was told that the service provider does not have the parts yet and that they also do not have a courtesy car available for me but he will try for me to keep my current courtesy car for an extra week and have the service provider pay for it, but he would once again get back to me on that. Later that same day I was called by the service provider to tell me that they received the parts and my car would be finished two days later on Friday. I received my car on Friday 19 July 2019. So essentially it took 2 days to fix my car but my car was with Outsurance and/or the service provider for about 4 weeks.

I am not a difficult person and I understand that these things take time and the service provider has other vehicles to work on but why could my car be fixed so quickly after I complained? Why did I have to complain in the first place? This is Outsurance's service provider, they should be checking in with them and have clear communication with them to make sure that their clients get serviced in a timely manner. I had to phone around the whole time to get updates and to find out why it is taking so long. It is unacceptable that job that ultimately took 2-3 days to finish had me without my car for 4 weeks, without any update or being explained to what the delay was or being given a time frame. This was my first claim with Outsurance and the process after claiming was not satisfactory leaving me to believe that this is the type of service I can expect when I need claim despite paying my insurance every month. It leaves me to think that I might find better service with a different insurer who will actually value their paying customers and their time.