Horrible SLA's and the longest repair time ever

I was involved in a horrible accident and being a first time car owner, the experience was the worst ever.

I was somehow relieved that I had insurance in place but i couldnt have been more wrong. First the validation of my claim took 2 weeks with me doing more than half of the work (I provided a detailed description of the incident, provided details of the 3rd party, a witness, AR number and report), but validation depended on getting the 3rd party's account and they refused to use their recovery department's resources to conduct a trace as they could not get hold of the 3rd party.

Feedback: they assigned a claims personnel (Silindile Chiya) who I had to contact each time to get feedback and often she knew not what was going on, emaiks would be sent to atleast 3 people before I received feedback. Last email was sent Wednesday 25/10/2017 to at least 3 people and Im yet to receive a full response (4 days later). The panel beater now repairing the car has at least been keeping me informed but there seems to be slow progress compared to what was promsed (in terms of estimated repair time)

Repairs: Finally the repairs were authorised and vehicle moved to a panel beater (Renew It Greenstone). More than a week and a half passed and when I called for feedback, I was advised the panel beater could not repair the engine, it has to be replaced (how does it take them that long to establish if they can carry out repairs?). Vehicle is then moved to Pride Auto Repairs and when I asked for the quote, the loss amount did not correspond to what was previously ptovided (it did not make sense how repairs can be approximately R4000 less but further damages had been established, I queried this and to date no explanation provided.

Car Hire: This was probably the best thing they did. Jaun Labuschagne (the assessor) offered me a rental vehicle even though I never took out the option with the insurance. This put me at ease and made my life easier (commuting). However, the rental expires in 4 days and the repairs will still not be complete contrary to what I have been informed.

I pay my insurance on time every month. Yes, I may be a loss as I have only paid a few premium and now incurred a loss way beyond my premiums to date. I did everything right in terms of the claim and did jeorpadize their subrogation right through attempting to get 3rd party to pay as he was in the wrong. But they have failed me. The product has not performed as I have been led to believe, I have not been kept informed during the term of insurance, I am experiencing barriers and doesnt seem like the comany cares about treating me fairly. Therefore, First for women is not abiding by TCF as at least 3 outcomes are not achieved.

This has been the most excruciating process.