Delays and not paying me for my bodyworks

HI, I have had nothing but pleasure with the Broker i deal with, BUT the insurance comapny Renassa takes my money every month and in 4 years of being with them i get my very first claim (caused by a reckless driver) and i am inconvenienced !!!! My brother who also has a driving school uses the same PB and never had a delay like this and asked for final costing!!! IF YOU DO APROVE ME TO GO TO A NON APPROVED PB WHO DOES NOT DO FINAL COSTING why is it that i must now wait and wait. Totally unprofessional. In my line of work i cannot be without a vehicle and this is the only PB that can assist us over a weekend to insure there is no business lost. We have a good relationship with this panel beater and now its falling through the cracks. We all use him. This is disheartening as its my money you get every month and you have time and time again approved this PB. I need answers and this needs to be treated as urgent.