Disgusted customer service

am so disappointed with the claims consultant Taslima. Since i was hijacked in August has it been a pain dealing with her. To cut a long story short her manager Marcelino gave me so hope when i finally complaint about her service. After three week since loggging my claim have she spoken to me for the first time. i needed to get police reports (which i was i have gone from pillar to post). after all this and the help of her manager was my claim finalized. Currently she needs a de-registration form which i been trying to locate from the licencing department since monday. My car rental expired on Tuesday and i did not return the car as i need to be mobile due to being asthmatic ( and it is quite worst during this season in JHB). i also need the car to obtain all the information she needs as i would not have any other means of transport. i made a suggestion that she could she my power of attorney and my car papers to obtain the revelant information and her answer was no i need to do it. I would like to know where is the field agents and is this not the job of the insurance to do this? It is now 3 o clock and i am still sitting at the police station. The police officer told me that i need to go back to the licencing department to another form and come back to complete the final clearance. So far it seems i am doing all the work and no assistance at all from the insurance. I am utterly disgusted in service i received so far.