Claim complain

I had an accident on 19th November 2025; even today, on 03rd December 2025, my claim has not been processed. I am assigned to an agent who does not respond to my emails. On the 26th of November, he emailed to let me know he couldn't get hold of the police at the station, and that I must go to the station to get a copy of the accident report. I told him that i cannot go to the police station because it is too far and I gave him alternative number and the central police station branch but since then i have been following up with email bceuase i dont have his number but he does not respond to my emails.

I called the call centre today, on the 03rd December, and was informed that he cannot get through to the police station. Strangely, I used to use the same number to call the police, but while he was calling, he couldn't get through. Kuruman police station is servicing a lot of clients, and we report to it, but he cannot get through to the police station.

I am very disappointed with the service. The lady at the call centre told me that he is probably busy with the flood claims. Does that mean my claim is not important?

If it is 15 days after the accident and the claim has not even been approved or processed, when will the repairs on my car commence? How am I expected to move around once the 30-day rental period is over for the rental car?