delay and confusion made by 1st for women

I registered the car accident claim with the consultant by the name of Katlego she said she will update but she's forever quiet. I opted for buy back option since they say my car it is a written off I saw the condition of the car I'm not accepting that assessment report that car can be fixed it was moving after the accident everything was functioning very well, it is the front bumper and the radiator that got ruined I even have the evidence of the state of the vehicle, so to my surpise she ask me to sent registration document of the vehicle and that is not neccessary according to the buy back option I made and she even said she put the feeback. That I'm taking the buy back option I'm not happy about the service I'm receiving it is confusing me and it is unfair because I never skipped the premium but the delay is awful and it about the pay out and to get my car back. I'm the one suppose to run after the 1st for women for updates and forever given wrong email adresses and wrong information.I'm not hapy about the delays I thought you are the best insurance I'm dissaponted.