Insurance approved 2nd hand parts on my Car repair

I have been struggling to get service from dialdirect. Claim processed a month ago, I went for an assessment at century city which was excellent and professional. smiles so far... Then, i was then forgotten for 2 weeks before enquiring - same day a panelbeater calls from GEORGE. I told her im in cape town and she said she will have their CPT branch call me.

a week later i enquire again and the same day the right panelbeater calls and asks me to send photos of the damaged bumper (this after i had an assessment done).

I did this, and then again... 2 weeks of nothing. I called the panelbeaters and they said they are waiting for their supplier who is closed for the holidays (i started this process mid november).

Mandy from Automagic then tells me that dialdirect had only approved a 2nd hand bumper to the value of R1300, and that is why they cannot supply the part.

Where have you ever heard of an insurer (whom i pay a full premium) approving 2nd hand parts.

the Assessor had told me that my claim was approved to the value of R10k, So now i am confused.... and still, despite numerous emails and calls - i have not heard a single word from dialdirect. Every email is responded to by a robot saying i will be contacted within 24 hours.

this does not happen. I am going to shop around for other insurers... its obvious here that you get what you pay for and i would surely pay more, for some level of service that qualifies as actual service.

before another 'bot' reponds to this with what is your policy number, as if that is some sort of action that qualifies for another 2 weeks of silence - Here it is.... Policy ********** 38