Auto & General services

I have been with Auto and General insurance for years ,my second time when i have i claim ,i am getting a very bad Service , recently on the 24/01/2020 i had car accident , which i did report to my insurance immediately , Insurance company sent Towing company to help on the scene , i then reported the accident to a nearest police station ,got the Case number update the insurance , Adriaan appointed as a Senior investigator . Surprisingly He asked for my Tracker Report and Bank statement to confirm which i did sent , now i have been informed that my car is write off last week claim was suppose to be finalized Friday never happened , got an update that i will get a call from Lebogang (11/02/2020) to finalized my claim which didn't happen he told me he is sorry he will only be able to finish by the next day , waited for his call the next day , instead i got a call from the Senior investigator (Adriana) informing me that Accident scene reconstruction report has to be done. so you can imagine we where on the final stage now we going back , when i call for update , when will claim be finalized Adriaan Manager is saying he is not sure he is waiting for the date for scene reconstruction , my car is a write off and insurance going around circle

no date confirmed - according to the Adriaan it won't happen this week maybe next week , if i need extension of car hire he will provide ...

I mean really is this the service i am suppose to be getting ?????????????