Santam disappointing

My wife was in a accident and even now the car is not back. Volvo was willing to help with the matter only to found that the Santam took the car to a dealer is not an approved Volvo dealer within the dealer network. so we have been 3 months now without a car and still waiting till now.

How can a big company like Santam not know the rules? do they take our cars to non approved dealers to avoid paying the claims? so that they can blame clients? i am disappointed with the way the handled this issue.