no authorization

Im a current anderson insurance customer i got involved in a car accident around november i put a claim on claim no cl*** i did evrything as i was instructed and paid the excess fee in december after that there was no email or phone call from them when i phone call center they transfer me for ages until they hang up,i called the repairer they say they didnt get authorisation one time thulani pitched up with an sms that hes busy with the matter until today my excess fee is gone my vehicle is not repaired and they still take the premium evry month its the third month now still im without a car...very bad insurance