Terrible service - no response

I had an accident 2 weeks ago and my case was handed over to Ntombizodwa Ngobese, besides my numerous efforts to get assistance so I can get clarity re the process, the documents I need to sign etc. I haven't been assisted. Eventually when this lady decided to return my email, she says "my case is closed and she can't assist me". I took my car for assessment, to this day I don't know what is going on with my car and what are the implications for me. This matter was reported to a Natasja, but I still haven't gotten any assistance. This has been a horrible experience, such poor service, I'm greatly disappointed. If "your insurer just wants to collect your money at the end of the month was a person" has face, this would be it!