Poor service

I was involved in an accident on the 29th aug, i contacted auto and general the same day to put a claim in. Nuraan was the agent who assisted me initially, i gave her all the needed info on the 31st aug, which she conf she received and sent to the relevant dept. On the 4th sept it was conf that my veh was written off. On the 11th i had to resubmit the details to the assessor as they did not have any details. The claim was paid on the 21st i then enquired about my top up as it is also with a&g and was told i should call innovation who couldnt find me on the system. After numerous calls and emails i asked Nuraan to get a manager to call me, i was told hes in a meeting. He still never got back to me. I made contact with another agent Kamino Moodley who tried his best get me sorted. Its almost a month later and my value added prod claim has nt bn finalised. I also paid insurance for a written off vehicle. I would like this sorted before the ombudsman needs to get involved.