Poor Service and turnaround times

I reported my accident 13 May 2019. 14 May 2019 I submitted all required documents (completed claim form, photos, ID, accident report etc). 21 May 2019 sent a follow up email 28 May 2019 FINALLY received an email with repair authorization. 28 May 2019 I responded to the email enquiring about the excess:

1. I have a excess waiver yet my excess on the repair is R7500 (policy schedule clearly says I have a waiver in place. 2. R1000 for because my driver does not own the vehicle (Not stipulated ANYWHERE in my policy schedule. 3. 5% of claim or minimum R5000 if no passenger on-board at the time of the accident. (Not stipulated ANYWHERE in my policy and utter ******* if you ask me, how can an insurance charge you for not having a passenger??

28 May 2019 COB no feedback

29 May 2019 I was advised time frame for accident claims are 8 days and my claim was only submitted on the 16 May 2019 even though I submitted all documents on 14 May 2019, yesterday was the 9th business day and today is the 10th business day and STILL no feedback or update. My policy schedule is clear cut so I really don't understand the delay. If one looks at the history of my claims, I do not claim regularly and the rare occasion I did claim it was caused by a 3rd party. My premiums are paid on time religiously. I have been very patient and courteous but I am now losing my patience as well as income due to this delay. ALL these insurance companies are the same and the level of service is pathetic.