Claims

I recently made an accident claim with this insurance,. This was my first vehicle claim and I was told that the vehicle is being assessed and I would have to pay an excess fee as per agreement. After 48 hours the consultant told me that my car's repairs are uneconomical and I have the option of a write off. I haven't received any documentation, no quotation or papers stating what she has told me but she went ahead and contacted my bank for settlement fees without my consent, signature or permission to write off my vehicle. I'm traumatized by this incident at the idea of how an insurance company can make decisions with your property without your permission. How is it that they undermine their clients and manipulate them in this manner? There's a reason why you joined their services and agreed to their terms and conditions and there's nowhere, where it stipulates that consultants can make decisions on behalf of clients. It's my property so I need to be given options, make a decision and confirm that on paper in a legal manner that does not infringe my rights as a client.