Unsatisfactory client service

Good day

I was involved in an accident on the 5th of February 2023 and my vehicle was towed to Renew IT (Edenvale) to be assessed. Assessment was done on the 12th February 2023. I was informed that my vehicle is a write off and I was not happy with the decision and requested that my vehicle be released for me to do other quotations to get it fixed. On the 13th when I contacted Renew It to check if my insurer has already sent email of released I was informed that my car was already dispatched to auction nation without my consent. Phoned insurer immediately and requested my vehicle to be sent to me. The vehicle was towed to my home on the 14th February. It was no longer in the condition it had left. I'm assuming for full assessment to be done it had to be stripped but also know that it should be assembled again back to how it initially was which was not the case. I have photos of before (when it was towed to be assessed) I am not happy at all with service I'm receiving from dial direct aft a full 5 years of of paying premiums without fail and still not being able to be assisted.

As if that was not enough I'm told that my cover doesn't cover own damages to vehicle yet the policy schedule clearly shows that it was part of my premium and covered for market value. Upon questioning no clear answers are given to me except that the matter will be excallated.

You urgent response in this matter will be highly appreciated.

Regards Upset and disappointed client