Horrible treatment during a claim!

My car got involved in an accident few weeks ago. First thing, I struggled to get hold of the emergency team via the emergency number, so got no help from the time the accident happened till after 4 hours. Thereafter I requested for help on the road, they send a dirty smelly bakkie driven by a dirty farmer. I refused to use the car and made other plans to move from a hospital in Limpopo at night to my house in East rand. I got home midnight. The following day I made a claim, today is the 4th week. I have never received a call from dial direct updating me about my claim unless I asked. Today I was just curious to find out about the status of my claim - the consultant responded with "she is struggling to find my past insurance records as I claimed to have had insurance for the past 7 years when I joined dial direct". I then sent her the documents, also asked her what if I never asked for update_ when was I gonna find out that she needs this evidence. In actual fact I have had insurance for about 13.5 years in total. My feeling, dial direct is looking for an excuse not to pay me, or the consultants are purely *********** or they really don't care about people but our monies. I will never join dial direct or recommend anyone to join such a horrible insurance company, I have never experienced such horror in claiming from insurance before. The ridiculous things I was asked etc