Dail light *******!!!!

If there was a half star option or no star at all I would've selected it. I am so beyond dissatisfied, disappointed and frustrated. Got into an accident and my car is a write off, submitted a claim. I have a comprehensive cover with courtesy car and better car options. So, when I claimed they say I didn’t have better car option, I disputed it and they said they will listen to the calls, they came back and say oh we sorry an agent changed your cover without my consent. Ok now let move forward I am being told they will pay out. To my shock 😮 you are paying out and what about the better car option I have which says "by taking out our BetterCar Value option we will pay you out for, or replace your vehicle with an equivalent model but one-year newer, if your car is written off." I asked, are you not going to replace my car with the one-year newer model of my previous car, my car was 2015 and the is a one-year newer model of 2016 and they said they will pay out only if the one-year newer is not available this is what they said on the policy schedule "If your vehicle does not have a newer model, we will pay out 15% more than the retail value of the vehicle" but in my case one-year newer model is available. I spoke to the agent about this, and she advised that the car only gets replaced with a newer model only when the car is not older than 3 years. However, the websites states "The BetterCar option is available to all vehicle models less than or equal to 8 years old.". Moreover, the agent ignores all of this, I even made examples and I was reading what they said on the policy schedule, she continued and said to me that they will pay out R90 000. This is a retail value they say ,they will take their access R4000, and they will pay the finance institution and I will get the rest, I decided to do my own investigation. 1.The retail value of the 2016 model is R107 000 and the minimum is R96 300. So they offering me R17 000 less than what they should've which is a *******. 2. They wanted me to return the courtesy car while my claim was not finalized and completed. That would've meant I had no money or the car. The complaint department was meant to call me and they still haven't done so. 3. I am just waiting on my lawyers to deal with this I have been through enough trauma already to be calling Auto and General on a daily basis to follow up on my claim.