Dissatisfied about service/courtesy arrangements

There’s just a lot that I’m unhappy about, but more than anything is my experience where courtesy vehicle is consent. Panel beater authorized by Santam to do work on my vehicle was supposed to be done by 22/10/2018 but due to parts being on back order that will not be the case. Now Santam is refusing to extend my days for courtesy as if I’m responsible for parts being on backorder. What is the insurance for if the unfortunate circumstances I’m paying for are not addressed?? The Santam agent responsible for my case says I must tell panel beater to arrange courtesy for me. As far as I know I don’t do business with panel beater but Santam does. Now they want me to be involved with panel beater when they fail to assist me as my insurer of choice. They don’t even communicate, I need to be calling them to follow up and my car has been with the panel beater since 12 September till now. The inconvenience started from day one of registering the claim, I’ve had to wait the whole week before I could get a courtesy vehicle because their sales consultant made errors on my policy, they needed to investigate first while I’m without a car. Furthermore they fail to deduct money at a time when it’s convenient for the consumer but for themselves. Yet when there are prorated amounts to be paid they are suddenly able to offer other options for payment such as EFT . Now the rental car company wants their vehicle and I’m back to the highest level of inconvenience of having to make transport arrangements for my children to get to/from school. Make arrangements to go to work and back and this requires an extra expense yet I have an insurance cover with a supposedly best company which doesn’t help me. I’m very unhappy and this was never the case with my previous insurer, they were more than happy to extend given circumstances not being in my/their control. But now, sadly the insurer I’ve been with for two years is not giving me joy or convenience I’m looking for in an insurer. I’m very dissatisfied and disappointed, stress on top of another yet I’m paying my premium.