Dissatifaction with the service

I have a household insurance with Hollard which I have also included the car. Jacob Matsoso (husband) is the owner of this vehicle. On the 1/11/2015 my husband was involved in an accident, we reported the matter immediately and they authorized towing of the vehicle. We submitted all the required documentation on the 3rd /11/2015. Hollard appointed an assessor who did his assessment on the 6th/11/2015 according to the information we received from Hollard. Due to no communication from Hollard we decided to follow up the claim from the 13th/11/2015 and we requested the report from the assessor and it was forwarded to us including the quotation of the damages. We realized that the quotation had parts that were not suppose to be included which have made the amount for the damages to be very high. We enquired about all these irregularities and everybody have been passing the buck with no solution. Today this matter has not been resolved and the car is not yet fixed whereas we pay the premiums regularly and we have never missed not even one premium.