Horrific Experience

I was in an motor vehicle accident recently, where the 3rd party was at fault. After submitting the claim through my insurance to have it actioned efficiently, I couldn't be more wrong. There was a lack of communication firstly, I had to call in every time to check if something has been done. I had to follow up on assessment, check what date that it was booked for, follow up to see who my consultant is. My consultant was never available, but eventually called. No one phoned me to keep me in the loop or give me a time frame of when things will be done. I called the repair centre yesterday to find out what is happening, they told me that my car is there, but nothing has been done. No quote, no parts, because no authorization has been received. I spoke to Bonjo who assisted me with this, she sent the quote manually. The repair centre told me that they can't say how long it will take to repair, not less than 2 weeks.They said that they have so many cars, that nothing has been attended to. In the meantime, I asked my insurance to explain Cash in Lieu, as this is an option that Bonjo gave me. She transferred me to the claims dept, who by the way does not know much or how to explain to a customer. Eventually when I got the idea, I told the lady on the phone not to action my claim, as I want to consider Cash in Lieu and will provide them with feedback today. She said that is fine, as nothing was actioned by the panel beater yet. Now this morning, the Panel beater sends a confirmation that the parts have been ordered, but will only arrive 15/09. I did not give the go ahead. I did not agree for them to proceed. I asked questions and told them to put it on hold, let me deal with it first. Now they are telling my insurance that they ordered non-refundable parts? The parts have not even arrived yet, so don't tell me it cannot be cancelled. I told Norman specifically I cannot wait long, I want to use my car for work and I will sort it out with my insurance to find the best solution. So why did he order it???? This is the first time I used a claim and will not refer anyone to the Telesure group, goodness gracious they want to force you to buy a product, treat you like you are a number, then put you into a corner so they can have their way. Does insurance companies stoop this low? Carte Blanche should do a story on companies like this and how they treat clients. I was told that I can still choose Cash in Lieu and they had no right to proceed while I was still busy with this. Someone at Budget and your supplier Orbit Coach works should be held responsible