Unsatisfactory Service and Delayed Vehicle Repair

I am disappointed with the level of service I have received from Outsurance. I was involved in a vehicle collision and put in a claim on 24/08/2020. I took my vehicle to the appointed panelbeater on 26/08/2020, and since then, my vehicle has been at the panelbeater without an expected date of completion of repairs. When I left the vehicle with the panelbeater, they told me that repairs usually take 15-21 working days - it has now been 60 working days (and still counting).

Firstly, their appointed panelbeater has given me poor customer service. There were no updates or apologies for the delay. I had to phone them numerous times and I am usually told that the person who is working on my vehicle is not available and they promise to call me back - which they don't. There are other panelbeaters in my area who are also approved to do repairs to my make of vehicle, so I am not sure why Outsurance has chosen this specific panelbeater. Outsurance made the decision in the choice of their appointed panelbeater, so they should be able to resolve any issues relating to the panelbeater.

I do not have my vehicle for almost 3 months, and it will probably be longer than that. Despite my complaints to Outsurance about the delays, they have been unable to assist me further. They did give me a courtesy vehicle for 30 days (after my vehicle had been at the panelbeater for 2 months), but refused to extend it further despite my requests to do so. I don't think anyone would find a 3 month + delay in repairs acceptable, even with Covid-19 related delays. Outsurance is clearly not customer-centric

Before my accident, I had been contemplating switching over to a different insurance company due to lower premiums. However, Outsurance initially dealt with my claim after my accident swiftly and since I was satisfied with their customer service at first, I saw no reason to switch over to another insurer. I had even started telling others about the amazing service I had received from Outsurance, especially from my claims advisor, their quick assessment and the legal department in recovering my excess. However, the level of service I have received over the past few weeks and their inability to assist me has made me change my mind. I would not want to experience this level of customer service again with any future claims I may have and will start looking into getting insurance quotes from other insurance companies, and move on from Outsurance once my car is repaired. I'm going to start accepting those pesky calls from people giving motor vehicle insurance quotes.