Outstanding insurance payout : Ref: HOL-*** // 221201AAA-01

We have a 3rd party claim that was approved , the process started in November 2022, the assessment was done in December and confirmation that they have received the assessor's report was emailed to us on the 3rd of January 2023. On the 11th January we received forms for payment to be released which we sent through immediately. We started following up on the 24th January after not hearing anything from Bernice who was dealing with our query. We explained to her that due to the accident (which the assessor also noted), so many things have been affected and it gets worse as the time goes by. As it is because when it rains the water affects the headlight sensors , the boot no longer opens, the petrol gauge no longer works, the radio sometimes doesn't work, one of the door's won't open from the inside, back windows no longer open, the hooter doesn't work and so on. The list is ended, this is our only car. We couldn't even go on holiday in December with no boot space, and each day we have to guess how much petrol there is before we can fill up. Just yesterday we couldn't get to church because we guessed wrong, there the car stopped on the way due to no petrol. The life of our car has completely deteriorated over the last 2 months and no one even understands us. On the 24th January Bernice emailed us and confirmed payment will happen same day and will reflect in our account early the following week. Nothing was received, On Tuesday the 31st we phoned her, we emailed her, she responded and advised there was a payment error, it has been fixed and will reflect in our account by Friday the 3d Feb. This we wouldn't have known if we didn't contact her. On Friday we phoned her, she said payment will happen same day she just needs to get proof of payment for us and will call us back after one which she never did. I phoned her around 2pm and she said she has not received it, phoned her again at 3:45pm and she still didn't have it, had no explanation as to why. They closed at 4pm with no payment. Today i phoned her first thing in the morning and i was surprised for her to even request the claim ref no from me as we had been talking the previous week both on the phone and on emails, all our emails have the ref no on the subject line and she had never requested it from me. She advised she has deleted all her emails which was worrying, how do you delete correspondence for a query that has not been resolved, and not even noted it done. The fact that she had neither made any follow nor contacted us made sense. I gave her the ref no she advised she will the insurer and call me back. When she called back she told me the same story, nothing had changed. She advised the insurer is unable to give proof of payment coz they changed systems and the new system won't give proof. What kind of company invests in a new system that does less then the previous one? She phoned me back again and i demanded to speak to the insurer, she advised they are not allowed to give out their no's, i advised then either the insurer or her manager needs to call me. Her manager called me and gave me the most pathetic service ever, she even laughed at me on the phone and having worked in client care most of my career i could not believe a manger like her even existed. I'm sitting here , disappointed to the very last core. I requested she send me the escalation process, nothing has been received. We need payment with immediate effect, failing which we have to report this matter to our attorneys, the FSB and the Ombudsman