Complaint about the delay in attending claim including a third party

I have been a client since 2020 (6 years) without a claim. My son was involved in an accident involving a 3rd party. As soon as I learnt of the accident, I reached out to them using their app to claim. My basic excess is R10150-00, but was later told that it is R17 500-00 since I was not the one driving the car, but my son, whom I had listed as the other driver, was the one driving. Before my car was fetched, I was sent from pillar to post, and I had to call a lot for an update, which was also frustrating, as you have to explain yourself over and over again.

Then I argued, why they had asked for my son's details if they do not allow a second driver then I requested a recording of the conversation when they offered me the insurance. They promised to share it with me on 22 April 2026, and up to now I have not received it as I wanted confirmation of whether I was wrong or they failed to explain to me. I have been given the run around till today I have not received the recording.

They then fetched my car for an assessment on 16 April 2026. I have not gotten any feedback, and the third-party vehicle case was transferred to their Legal department. Nothing has happened on that, and now the taxi owner is becoming violent and threatening to call his security on us because he feels he is being taken for a ride. When I raised that I am thinking of fixing the taxi, I was told that it will not change the excess, and they will not reimburse me or deduct the amount from the excess. I have been calling every day for feedback nothing is happening. I am still waiting for the recording till today.