Horrible and unprofessional service

<p>I have register my claim for my vehicle damage on the 07 November 2016 and I took the vehicle for assessment on the 08 November 2016 , and recieved a communication from absa idirect insurance that the claim has been approved on the 14 November 2016. Ever since I have recieved a communication that the claim has been aproved and the panel beater is going to call me to make arrangements for the repairs until today the panel beater has not yet make any arrangement with me for repairs and when I inquire with the insurance I am told that they have sent authorisation to panel beater and they can't provide any evidence to me as a proof that they have sent any authorisation to the panel beaters. After several calls that I made to them regarding the matter, absa idirect made a conferance call on Thursday 17 November 2016 between myself, panel beaters and absa idirect insurance where the panel beater disputed the fact that they has been sent any authorisation and highlighted that they have never recieved any authorisation against my policy and there is nothing they can do. When I call absa iderect again to find out when did they sent the email or authorisation to the panel beater and to whom did they sent the authorisation I was told that they give me that information at all and I have to call the panel beaters myself because they won't able to help me with any infromation. When I highlight to them that we have already spoken to the panel beaters and they said they haven't recieve any authorisation so what will change if I call them again, and why do the insurance denied to provide information or proof of what they alleged to me, and they told me that there is nothing they can do and they won't provide any information to me as a proof. I have already report the matter to the insurance complaint division and they has just acknowledge that they have recieve my complaint and they will look at it. Until to date I am still waiting and my car has not been repair or taken to any panel beaters because the insurance said they won't able to help but call the panel beater that mentioned over the on a conferance with the insurance that they don't has any authorisation from the insurance and they won't help me. I am stuck between the rock and the hard place because my insurance is not willing to help or provide information but on the other hand they has approve my claim. The insurance is telling me to contact a third party which I don't have any agreement or relationship with and the third party say they won't help me at all because first I don't have any relationship with them or any agreement and they have not recieved any authorisation to help me. I am paying my monthly premiums evry month on time and my claim has been approved but the insurance is not willing to help me at all and I am stuck with the damage vehicle for almost three weeks now. I don't know what to do or where to go because I have never skip my payment or not able to pay infull nor not able to fullfil my obligations at all but to my suprise is that the insurance says that they can't bale to help me at all. I am still shocked because the insurance accept that I have met all my obligations that are required from my side and I have to speak to the panelbeater even if they say they don't have any authority to help me and I am not their client nor have any agreement with them. I am still suprised and shock with no clue on what to do or what is going to happen. My claim number is ********** 7*001*003 and my complaint reference number is ********** . I have been communicating with Lisle Hoods, Michelle Saunders, Mark Cameron from the insurance and Buhle Sithole from the complaints. I have exhausted all the avenues in the organisation and frustrated on what to do because the vehicle is not attended to. I have never ever recieve this terrible and horrible service with bad attitude ever. I wonder if every customer is treated like this. Still shocked!!!!!! </p>