Horrible claims process and auctioning of my macbook without my approval

On the 8th of November 2018 I submitted a claim for my Macbook for a damaged screen. It was then taken and I was informed around the 13th that it has to be replaced. on the 16th I was called and informed that I am only covered for R 13 000 and the cost of a Macbook is R 23 000.00 and I will have to cover the shortfall myself. I then asked the consultant to give me some time. I will get back to them, he then said he will process the claim in the meantime whilst they wait for my response. I tried to contact the sales person that sold me the products to no avail, I was then given a new relationship manager for my policies. When the insurance was sold to me I was informed that an assessor will come to ensure that I am not over or under insured, this never happened.

After viewing my insurance schedule, I decided to continue with the claim and cover the shortfall. I did not have the time or the luxury to be without a laptop, so I asked my relationship manager to assist with this. on condition that I get the macbook back to retrieve my data, along with the accessories that were taken with it.

I was then informed that my laptop had been auctioned already. How do they auction my property without my knowledge or approval? and my accessories.

What did they do to my data? who has my data?

I have emailed and raised it with their customer relations manager and I have not received a response.

Any suggestions on whom I can raised this issue with?