Worst service ever

On friday 10 July while on our way from Pretoria to Underberg on holiday we were involved in a accident.We were travelling on the N3 between Estcourt and Pietermaritzburg when a truck infront of our vehicle hooked a yellow barricade used during road works causing it to slam into our vehicle.This happened at about 13:15.Our vehicle was towed to Estcourt to Hi Auto as specified by SA Underwriters.It was stated that we will need the vehicle on our return home the 17 July when the claim was registered.All documentation and the police report was send to SA Underwriters before 16:00 the same day.The assessor contacted me the 13 July at 9:00am when he completed his inspection to confirm we will need the vehicle repaired when returning home on 17 July.I contacted Hi Auto thursday 16 July to confirm that the vehicle is repaired I was notified that they still have not received anything back from the insurance.I contacted the assessor, he confirmed he send the report with a note stating the vehicle must be repaired by 17 July to SA Underwriters on 13 July before 11:00am.I contacted the insurance that responded that the claim goes to more than 1 department before approval.