Lack of service from Auto and General

Our bakkie was hit by a taxi and we submitted the claim to auto and general. the vehicle went in for repairs 01/08. today it is 24/08 and our bakkie is still at the workshop, this due to additional parts that was needed and insurer taking quite a while to give the approval. we were contact by insurer stating a refund is owed to us due to a part that cannot be replaced. payment would be made within 3 working days. it is another week later and now we are just being passed from dept to dept. we were also told the their legal team would fight on our behalf for the excess to be paid by the taxi owner, now they also giving us the run around and cannot give answers about that. we changed to A&G due to lower premiums. We are ever sorry for doing so as our pervious insurer never gave us any of these issues. Needless to say once this claim is finalized we are done with Auto & General. haven't received such pathetic service shall I say lack thereof in a very very long time