Auto & General and Renew-It Randburg damaged my car and refused to fix it

I have been a happy client with Auto & General for years until until recently,I was involved in an accident in November the 12th my vehicle called Auto & general they assisted with towing the vehicle to their assessment yard great good thing is that i took pictures of the vehicle before it was towed away.Firstly my vehicle took 3 months to be repaired by Renew-It Randburg every time I followed up I was told that they are awaiting parts, finally three weeks ago I received a call that the vehicle is ready I can pick it up when I got the to pick my vehicle I paid the excess which is not a problem because I know that I have to pay it and I regret because I should have assessed the vehicle first before paying the excess. When I went to the vehicle realized that there is dent on the on the door ,the rear bumper has a dent and another deep dent that even removed the paint of the vehicle on the side bottom of the vehicle when I asked what happened to my vehicle they tell me that the assessor advised that those damages are old and not related to the accident so they can not fix those damages. When the vehicle was towed away on the evening of the accident my vehicle never had those damages it either the damages happened while the vehicle was at the assessment yard for Auto and General or while it was parked at Renew-It Randburg it's been three weeks now I am awaiting feedback on what happened to my vehicle and when will those damages be fixed because the vehicle was not like that when it was towed away. I have sent an email to the complains department at Auto & General till today nothing has been done and my vehicle is still at Renew-It Randburg or should I rather send my complaint directly to the Ombudsman