Dial Direct Claim for Pothole

I Hit a Pothole at 9:15pm on 28st of Jan 2022. I called roadside assist and my car was towed to a panel beater by Dial Direct. They told me that hitting a pothole is classified as an accident.

1. Lodged a claim on 31st Jan 22, they only handed my claim over a week later. 2. They wanted to take my car to an assessor/ panel beater that is not Mercedes approved. I asked them to put everything in e-mail and acknowledge that they will be held liable should my warranty be compromised. 2. Their agents demanded to know where I was and who I was with , the even demanded the numbers of the person I was with. 3. I had to explain/ describe the incident to 4 different agents respectively, on to of that I had to give them the details of what I was doing that day and who I was with (including the person's contact details). This turned into an investigation now. 4. They requested my trip history from my tracking company 3 times. 5. I've requested Dial Direct to send me documentation that explicitly defines the incident of hitting a pothole as an accident 3 times and they fail to do so and avoid my request. 6. They emailed on 15Feb stating there is a delay because they recently discovered I had an Insurance policy with a different insurer prior to them. Which was an outright lie because I had declared that to 3 different agents from Dial Direct on the day of lodging a claim.

Its been 3 weeks without a car and my claim has not been finalized; this beating about the bush by Dial Direct is affecting my livelihood.