Service is way below what I expected from Standard Bank Insurance Services

On 14 December 2018 i was rear ended while waiting to turn into my street, on the way home in East London. I called my insurance who authorised the towing of my vehicle and being a weekend, I was issued a courtesy car on Tuesday 18 December 2018. The standard courtesy car is a Group B vehicle with central locking and electric windows. I received a Group A with no electric windows and no central locking. At least we had air conditioning while we had the vehicle. On 28 December 2018, I was rear ended again and contacted the car hire company on the wayforward. I also contacted Standard Bank Insurance to advise them and ask for wayforward, and i was told to take it up with the car hire company. On 29 December 2018, I took the courtesy car in for the related admin and the bumper was s****ing the one tyre and would cause further damage if i continued driving it. When I asked what next, i was referred to my insurer and the car hire agent I had been dealing with. After back and forth with no solution, I left with no car. I called to the Standard Bank Insurance customer complaints about the matter, was told i would get a call back. no call back. On 28 December 2018, I received sms confirming that my claim had been authorised and that the approved service provider would contact me. They had repaired my vehicle before and I was happy with their service. I received their call on 16 Janaury 2019 and a confirmation sms of the booking. On 21 January 2019, I called the service provider to confirm if my vehicle has been received. I was told the service agents were not available and my details were taken down to return my call. No calls received for the rest of the week. On 28 January 2019 (this morning), I called the auto repair shop and was advised that the parts have arrived, but not my car. The car was booked in for 21 January 2019. I was very upset and the service manager called the lady who supposedly made my booking to explain and apologise. I dropped the phone when I was told '...if I was the one who made the booking, I apologise...'. the towing company does not have my car also. I then called Standard Bank Insurance. They receive my monthly debit order which I pay so that I am not inconvenienced in the event of an accident. It is always on time with no excuses. The lady assisting me said she would transfer me to someone else and I refused insisting that she tell that person that I want to know where my car is by 11h00 today. There was no feedback by 12h00 and I have since received a call from the service provider that Standard Bank has given them instruction to collect my car from somewhere. No feedback to me.

This is not the service I expected, at all!! i should not be the one running around finding out where my car is or how far the claim is.