Worst insurance ever!!!

One of our vehicles was involved in an accident on the 20th of Sep 2015, subsequently the vehicle was s****ped (thankfully no one was seriously injured) and as such we filled in all the papers and submitted to our consultant PSG. To date we have been passed from pillar to post and we have had to follow up at every instance to resolve the matter, to add insult to injury we had to replace the vehicle for work purposes at our costs as they still have not settled the vehicle. Herewith they saw fit to appoint an investigator which performed his functions almost 2 weeks after the accident. Then furthermore the vehicle's payment went off as usual on the following month even though it was s****ped already on the 20th. The insurance obviously considers this a score for them as the settlement amount is now less due to our payment. I have contacted CIB they can't give me an indication of the procedure or even point me in the right direction. They settled the fee with Wesbank but apparently they don't accept the emailed E-Natis document that they received from Wesbank to state its settled. It must be couriered in original which could take 7 days or more. Where to from here no one knows ????