FNB Short Term Insurance complaint

FNB SHORT TERM INSURANCE department has been nothing but frustrating to deal with. I was in a car accident in 6/8/2022 and was admitted to hospital with severe injuries. My family members had informed FNB insurance of the car accident, they acknowledged the car accident, Also the accident report and attached pictures of the vehicle was sent as requested. My car was a complete write off and the insurance took 12 months to repay the finance company and was settled in short, however the installments still went off my account for those 12 months, yet my car was a write off. I need an investigation with FNB short term insurance to take place as to why I was paying installments for a car that was a complete write off and settled in less. I was charged interest as I was not aware the installments were going off on my account as I was in hospital at the time, however I had an overdraft facility and that's how they managed to get the funds I now sit with a huge interest overdraft balance because the correct protocol was not followed. Please note only after comprehensive enforcement of 12months did FNB insurance eventually payout not the full amount as there was still an outstanding balance on the vehicle. Incident details claim nr : 51078 contact person who was assisting the claim was Tshepiso Ndlovu at FNB SHORT TERM INSURANCE . Urgent feedback would be appreciated.