Complain against my insurance AX Sure

Good day

I was unfortunately hijacked on the 24th of November around 22h50, case number 424/11/2018. And the car was found the following morning (25th November around 02h00), by car track and SAPS.

My insurance (AX sure), then gave my big brother a call as I didn't have a phone due to the hijack. They sent us the claim form, in which we filed and returned the same day (27th Nov). The following morning we had to call to ensure that the forms were received. And they confirmed. Bubele Ntshebethu then emailed me on the 29th of November, with the claim number (59-5 ********** ) and she would be the person handling my claim.

I then tried to call on the 29th to speak to her but the receptionist advised, Bubele wasn't at her desk. and left an email "asking her to call me back". Tried again the following day but again she wasn't at her desk and no call from her. I then left an email for her to call me back(on the 30th). As I was seeking for an update. And the location as to where my car is located. I needed my ID, driver's license and medical aid cards...

Isherene Cloete, then responded to my email on the 30th. With the location of the vehicle. Asking for a spare key and I responded to her email the following morning on the 1st December. Stating the "spare key is lost". She never got back to me.

I went to the panelbeater at John Morrison, on 3rd to get all my belongings and I speak to the manager at John Morrison (Jorge). He then told me he'll push the quote so the insurance can speed up the process for me.

Nothing from the insurance since... and after calling and calling the whole week Bubele was still not on her desk. On the 7th I then asked the receptionist to speak to Bubeles supervisor or manager. And she then told me "I am not allowed to speak to the managers and the manager was also not at his desk nonetheless". I then demanded an email address at least and she gave me ********** and that email doesn't exist.

On the 11th of December I sent them an email at ********** in which I believe they received it because that's the same email i used to file in for a claim and to cancel the insurance a week before the hijack.

I am drafting this mail to you for assistance as I have no idea what to do now. I need the car for work. I've lost sales worth more than 2 weeks, and I dont know how I'll be able to make my bills this festive season. And if possible can I just file for a write off. And they can keep the car and write it off, so I can be free to start another car finance.

please please do assist with this matter, for more info please feel free to contact me through email ********** or call me at ********** .

Kind regards Banele P Mahlangu