Frustration and anger regarding my claim.

I was in a car accident on the 02/10/2015. I was told Siphiwe Msweli would handle my claim and to direct any queries to him. On various occasions I phoned him, left messages and sent emails. Not once did he return my calls. He only rep**** to 1 of my emails, only because I cc'd someone else at FFW (Phiwe Krawe ). I spoke to other consultants who were helpful. Today, exactly 1 month and 2 days after my accident @ 13:42, after all the work had been done for him by other consultants, I heard his voice. I asked about car hire and explained that I was told that car hire would be extended for 2-3 days once payment had been made. He told me that FFW can't extend my car hire as the delay on the finalisation of the claim was not on their side. Only on the 02/11/2015 @ 16:12 was I given the option to take a pay-out or buy my car back. I chose the pay-out. @ 16:38 I was told they would need certain documents to make payment and