POOR SERVICE RUDE SIBULELE

I am so disappointed at my insurance how my accident claim is handled. I registered the claim 31 March 2021 telephonically issued with claim number. On the 1st April 2021 the Assessor instructed by Autogen send me whatsup explaining the process going forward as appointed by Autogen and requested vehicle accident photos which I sent on the very day. My concern is that nothing pertaining this claim is sent to me in writing only telephone conversation which I made not told who is the contact person working on this claim if allocated. As it was Easter holidays I waited and Tuesday 06 April 2021 I Called to follow up on the claim and was attended by a very Rude Agitated *********** consultant Sibulele who interrogated me asking me why would I want written proof as I had a telephonic claim number issued. Each time I call Autogen mostly if I did not have my policy number other consultant will ask for my ID and assist. Sibulele was very rude not even asking my ID number as I told her I did not know my policy number by heart Sibulele insist asking me with a raised tone Don’t you know your policy number madame”? I responded and said I was login on my laptop to LOOK for it. Strangely consultants at autogen will alternatively ask for your ID to proceed but not with Sibulele I guess. I gave her the policy number afterwards and she further told me the claim was registered and asked what my problem was as we are from Easter holidays as if I did not know, I must just wait for an sms. Now with this attitude I felt Sibulele demeaning attitude is to me clear she is *********** yet disrespectful no emotional intelligence skill because with this accident through I was in trauma shock still. I did not expect to be disrespected and interrogated after the ordeal of the life threatening accident. Today marks 7 days after Easter holidays nothing written sent to me my car is now running at 400km towards my service. The Assessor called me already twice to explain how the vehicle repair are going to be carried out but my insurance does not communicate either by Sibulele SMS nor email . I spoke to 2 gentleman at autogen after Sibulele they gave me different information on my claim I requested their communication copy with the service provider to attend my car repairs nothing … I am really disappointed even the App on the insurance reflects my claim as completed whereas my car is still damaged from accident and my monthly premiums are updated. Autogen WEBSITE is not user friendly, I had to spend more than R100 calling and getting nothing authenticating this claim in writing neither the Sibulele Sms. How do I get the service of what I paid for on my car insured with Autogen more than 3 years now because they did sent my policy documentation electronically where is the claim progress report if their service provider does communicate with me why them not updating me now.