You are the worst insurance company to work with. Someone insured with you hit my car, even though the person paid their excess straight away you took three months to authorize the claim so my car could be repaired. My advice: find a panel beater to do a third party recovery against them. It will cost you more, your car will be repaired straight away & you can also have a loan car that you have to pay for.
When our Mazda was involved in a collision, the tow truck company said they were slow to progress claims. I have to say that I've found this to be completely untrue. They've contacted us daily, emailed updates and been thorough, friendly and relieved so much stress. And they saved us a bit of $ at the same time.