Shocking service in processing my claim

<p class="MsoNormal"><span style="font-size: 10.5pt; font-family: Verdana, sans-serif; color: #555555; background-color: white; background-position: initial; background-repeat: initial;">8 Days ago I was in an accident in my 10 month old car. Although they were fast in approving a toeing service and called me the next day to inform me that my vehicle is at their assessment center in Pamona it was the only service they were going to provide. On Monday 9 May I called to follow up on the progress to have the vehicle assessed and to my horror discovered that it is not at their assessment center, they THINK it may still be at the towing company but they not sure. On Monday after noon my husband s****ed getting sms's from suppliers thanking him for the opportunity to quote on the vehicle, his number is not listed with Dial Direct! Only on Tuesday 10 May 5 days after the accident could they tell me that the vehicle was in fact in Sandton, and they were going to send an Assessor out on the 11th only. I asked for a manager and they miraculously managed to get the assessment done on the Tuesday. On Wednesday they confirmed that they have received the report but it takes 10 to 15 DAYS to process the claim!!!! I insisted it be expedited as it is our only vehicle and they assured me I would have an outcome by Thursday 12 May. NOT surprisingly they did not contact me on Thursday and when I called them the apparent hold up was verifying if I was in fact insured in 1998 through Alexander Forbes under my father's insurance! I got them the required policy number with the expectation that they can now resolve the matter. I again was insured the claim would be finalised by COB on Thursday. I called them at 3:30pm only to find out the claim is not finalised but in fact hasn't been worked on. I called again on 13 May and was told the claim is not finalised but they are now working on it. I am going to have to take this up with the Ombudsman now as I suspect Dial Direct is trying to worm out of honoring the claim. I was stationary at a robot when I was hit from behind. Not my fault, further to this they were not prepared to do a third party claim on my behalf I had to do it myself and then come to them if the third party refused to pay. I also have to pay my excess and only after the car is fixed will they claim it back for me. I have NEVER been treated like this by an insurance company. I will also advise the dealership to please not refer their clients to Dial Direct as they do not service their customers nor honour their comitments to paying customers!</span></p>