Motor Vehicle repair Claim

I had put forward a claim for the repair of my vehicle and Mmabo Nku, whom I asssumed is the claim consultant had a terrible attitude towards me. She called me on Monday and demanded that I take my car to the panel beater for an assessment and rudely telling me that my car will not be repaired this year .First I thought maybe she had a bad day and the following day(Tuesday) i did take my car for repairs after the assessor has contacted me to bring it. Today, like 30 minutes ago, I called the same lady via their reception to get status on my claim and she told me she has to wait for the assessor because 48 hours has not elapsed, and further to that informing me with an attituded that they received an instructions to only process the claims that came in now but only do the payments next year with the panel beaters closing next week. The panel beater informed me that they wont close next week and they can do my car. It was clear tpo me that the lady did not expedite my assessment report because of the \no pay"instruction and instead of admitting to that "