Poor Customer Service

Good Afternoon I bought the vehicle using ABSA car finance in February 2019. I covered my vehicle with a Comprehensive cover (Market). I was involved in a car accident May 2019. I was not even on the wrong. The accident happened when I was trying to waive collision with another car and ended up in hospital. This resulting in me losing the control of the vehicle. I ended up out of the road hitting the pole ahead of me. I called my car insurance Budget, they towed the vehicle to the nearest car storage. Their investigation took a good two weeks with me calling them consistently and only get the feedback, “WE ARE STILL BUSY”. When I received a call at last, I was tasked to forward documents such as 1. Proof of insurance for the past two years, 2. ABSA finance documents. The car is NOT badly damaged and based on their assessor, I was informed that the car was not economical to fix. They subsequently declared my vehicle a Write-Off. I was informed by Budget insurance employee that they will only pay 65% of the total amount I owe to the bank. When I enquired about this I was told that I don’t have a shortfall cover. None of the Budget employees offered me a shortfall cover or rather said anything about a shortfall cover until an accident occurred, instead, they only offered car hire and useless covers. Since I had a short fall of 35% which is about R60K that is still due to the bank that I am still liable to pay, I requested a ‘’BUY BACK’’ option that allows me to keep the salvage vehicle and fix the vehicle by myself with that 65% offered. I was told that they will take 32.5% of the 65% that was to be payed to the bank and I agreed. However, they (Budget) requires the letter from my finance bank that allows me to keep the car and unfortunately the bank declared that they don’t issue such letter as they don’t intervene in the agreements I have with my car insurance. Budget insist that they won’t help me without the letter. One of the bank consultant said Budget request that letter knowing very well that I cannot get the letter, so, they intentionally making it impossible for me to get a “BUY BACK” so they can sell my car at SMD. I know people who are employed at car insurances companies and they have connection with car dealership and sell them such vehicles via SMD with low value for receiving kickbacks. I am about to be a victim of that. I need to be granted a ‘BUY BACK’ option and pay my bank in peace while they vehicle in my position. Since I am caught up in this predicament and I would like to know what I assistance can I be provided with?