Is car insurer response reasonable?

Mae16

7 days ago my car was hit by another vehicle while parked on the road. They drove off and there were no witnesses or CCTV. I reported this immediately to my insurance company. They referred me on to Auxillis to arrange collection and repair. 24 hours after speaking to Auxillis, their approved garage contacted me, only to say that they had no courtesy cars and could not help me. Back to Auxillis. They advised me to wait a further 24 hours for another garage to contact me. When I had heard nothing I called back and they told me that they had no garages anywhere in their approved network with a courtesy car available. The call handler then asked me to go over the visible damage to the car, stating that he had very limited notes available. He then advised that due to the age of my car, it was likely to be a write-off and he was referring back to Hastings.

Hastings then told me that an engineer would be in touch within 48 hours to arrange to inspect the car. This has not happened. I have hired a car, since I cannot manage without a vehicle for work and I understand that my policy does not provide a courtesy car in the case of a write-off, but all the delays and confusion seem unreasonable to me. It took 3 days for Auxillis to suggest a write-off was even a possibility. Is it reasonable that after 7 days I still have a car (which I have been told not to drive) sitting outside the house, with no arrangements in place for either recovery or assessment of the damage? I have spent many hours on the phone to Hastings and Auxillis which has had a huge impact on my small business and I'm tearing my hair out!
Thanks for any thoughts about this.

Quentin

Whenever you are unhappy with your insurer the route to go down is to make a complaint.

Then if you are unhappy with the response or they ignore you for 8 weeks you can escalate to the FOS for their adjudication at no cost to you.

forgotmyname

If the damage is minor what is stopping you from driving it?