Bad service from Absa I-direct

was recently involved in a car accident and I was insured with Absa I-direct. I lodged a claim the following day and handed them the required documents. I had to wait for almost a month for them to investigate and after all that, I had my claim rejected and then afterwards, knowing that I no longer have a car and they didn't handle my claim properly, they still want to debit from my account. What kind of business does that and isn't accidents the reason why we have insurance and just because they wrote off the car, they don't want to deal with my claim.