1st for women car insurance Pathetic Service

I bought my car last year and took a comprehensive car insurance with 1st for women then around November 2020 I was involved in a car which was caused by the other driver who was drunk by the way, I was then advised to pay the access fee 0f R7800 so that they can proceed with getting the car fixed and on the other they will refund the access fee. fast forward to this year around March 2021 where by now I’m the one phoning 1st for women to do a follow up on the matter since no one had phoned me to give me any feedback with regards to the access fee refund what was upsetting me even more that money I used to pay for the access fee was from a loan that I had take to cover the access of about R7800 and now to be also told that the other driver is giving them run arounds but they will handing over the matter to they legal department , fast forward again to June 2021 where I again I’m the one phoning 1st for women for a follow since no one had bothered to call or send me any feedback to now being told that the matter is being handled by the attorneys and if I want any update I must contact the attorneys myself I was then given the contact details to my surprise when I phoned the attorneys they told me that they did receive the case but no documents were attached so they also could not proceed with the case I tried phoning 1st for women to inform them about the news from the attorneys I was told that they will take it up with attorneys and that was the last time I had from 1st for women or the attorneys. So my question is what is the point of one having an insurance? if one has to receive such a service and what’s making me even more mad is I am paying for service I’m wondering if they understand the meaning of the word “SERVICE” I am really disgusted by this and feel that they are so inconsiderate, I mean I was still dealing with the trauma of being involved in a accident, to dealing with taking up a loan then to dealing with this pathetic service And better yet every month the same people they are the first ones to debit your account . Oh the only recently received email was to inform me of the monthly premium increase