who is your insurance company.

I think the ins. co is playing with you. I would call the insurance company and ask to speak to someone higher up. Then ask if you can record the telephone call. If they say no, I'd commit the feloney and record them anyway.

And then you ask the relevant questions.

what happens if a shop is inept? must you still utilize there services?
will the insurance company ever allow a car to go back into the shop after a pick-up?

you get the gist, ask all kind of relevant questions, answers must either be in writting or on tape. And each state should have an insurance commisioner, they may be able to help.