Poor service on making a claim

My son is in the military and gets deployed around the country so i was asked to handle his Motor vehicle claim on his behalf as he was being given the run around.

Well i can understand his frustration. When he had an accident he got a quote for mechanical damage which came to just under R7k. He was told that he must fix it himself as he excess was higher than that. I then had a mechanic go fetch the vehicle and check it out. He found major damage to the gearbox . We contacted Auto & General and advised of this issue. Their response was to send a tow vehicle and uplift the vehicle. My son was contacted by claims department and told that the damage is only R1000.00. We asked how can this be as 2 tyres had been damaged and they alone cost R3000 each and the one rim was damaged. This excludes the damage to the gearbox. We requested to meet the assessor at the vehicle with the mechanic. I was told that the assessor would contact us and arrange a meeting. One month later we have heard nothing and any calls to the call center i am just told that the assessor will contact me because he is out on the road. They are quick to take premiums, but when it comes to settling a claim it is a major issue.