My car not repaired by Dial Direct

On the 6th November 2015, I was involved in the accident and indicated that the person who bump me have the insurance. Your call centre agent captured all the information including of the person who bump me.<br> I was allocated to the account consultant who failed me as I have given her also my side of story. My biggest query was that, why my cash bonus is affected as it wasn't my fault?<br> The agent informed me that, Dial Direct will settled the claim and claimed to the third party insurance, constant feedback was given to me, telling me that the claim is still in progress.<br> On the 24th November 2015, the account consultant indicated that claim is finalised and the cash bonus will R15 000.00 less excess will be deposited into my account.<br> On the 25th November 2015, I phoned the consultant to understand the rational of cash bonus, hence I was told about the policy that I took.<br> The car hire was returned on the 7th December 2015 and I am inconvenienced.<br> After numerous complaint, I was further refunded R5000.00 but my car is not yet fix and still paying monthly premium. <br> She further indicated that I needed to collect my car and fix it myself and claim the difference from the third party