Lack of communication and time to completion of repair

I received authorization from my Insurer Discovery on the 24th February 2012. After 3 SMS messages advising car is booked for assessment since my accident 12 February 2012. The feeling is this repairer has a agreement with the Insurer because on the towing company the destination is Renew-it. Since the approval I had to call a few times for a progress report eventually someone called back with we are waiting for parts. After another week I had to give them a not so good email review before I was told the car is in panelbeating Monday 9 March. My problem is bad or no communication and because of a few days short of the 30 days car rental period I will now probably have no transport for a few days since no confirmation could be given that my car will be ready before this weekend the 14th. Is it really so difficult to obtain parts and communicate more regularly with frequent updates? Or are you to big since you seemingly have become to big to care enough.