FNB Car Insurance poor communication

FNB Car Insurance

App almost never works for this, don't be fooled by the UI.

Communication is extremely poor, feels like they have 1 or 2 people who are not trained in communication running everything. I get cryptic messages from the team and it took 2+ weeks before I found out my car was written off (the assessors as Farber Coachworks phoned me personally to let me know). FNB never told me until a week later after I asked them repeatedly over email what the status was.

Then found out they apparently do not offer buy backs. The car still drives, so I asked for the details of the salvage dealer or if they could elevate my request for buy-back to management, no response, sent me an incorrect address for a salvage yard that I still don't know where it was.

Accident was about a month ago now, not impressed, it hasn't been the worst thing ever as I can still drive the car, but I've tried to elevate requests but there is so little information on who to contact as this is not FNB's main business.

I really want to buy the car back, but so far it doesn't seem like there's an option for this. My other car is an older toyota and I will have to take it off the plan if they really can't do buy-backs, the car is definitely worth more than the insured value and I'm not willing to lose the car because a small "fender bender" writes the car off just because original parts from toyota are expensive.