FRUSTRATED AND DISSAPOINTED

My car was involved in an accident on the 1 August 2024 and registered a claim on the 2 August 2024 on their app. no one called me to acknowledge or ask for further documents. called them to follow up on my claim and was advised that I will receive a call from the panel beaters. had a chat with the panel beaters that same day and provided them with pictures on the car. They then sent a report to auto and general for approval which they did. The panel beaters fetched the car on the 9 August 2024 and was able to track progress online. when I could not log on to check the car I then called to find out why they advised that I must contact auto and general because there has been some changes. I called them and they advised that the car has been written off and no one bothered to call me. Days went by, still no communication from their side. I called them and the consultant I spoke to told me that the person did not update the system from repairs to write off therefore they must first request settlement letter which will take about 2 days. after 2 days I called to find out if they received same and they said no, I then followed up on the letter and was sent to me instantly, forwarded same to auto and general. shortfall insurance has been asking for acknowledgement of debt so that they can finalize the claim they just ignore us, the claims handler don't even care he just ignores my emails. All I ever receive from them is SMSs reminding me to pay my premiums. Was advised that retentions will call me so that my account can be closed, still waiting.