Absa idirect

First of all, i had an accident 9th may. Logged the claim the next day. I had to call the insurance 2 weeks later to ask if my claim went through. Waa told im waiting for approval or authorization. 1month 2 weeks got a call from the panel beater to say they ordering parts for my repair. No update from absa. 2 weeks later i got a "whatsapp" message to say i should bring my car in on the given date. 1. I have never claim to repair my car. Have no idea about the process. 2. The "whatsapp" message has no address or panel beater name or contacts beside the messaging number. 3. I have no idea how excess works. Will absa debit it from my account, do i deposit to a particular account. 4. No one really called me to have proper communication to arrange the handover. I was texted a date. No rain check if im available on that day. 5. Regards to courtesy car. When is the delivery or collection. I take my time to call absa idirect for clarity. Speaking to kelly barlow, firstly she was very dismissive. Didn't take time to understand my frustration or properly answer my question. First question whats the procedure with the courtesy car, she says call us the say before taking the car, "any more questions?". Second question, what happens with excess "panel beater will tell you everything" after i explain how i got a WhatsApp message with only a date and no other information. I had to pull my answers out of her but she was very rude and dismissive. 2 months later my car is not fixed while i pay my full premiums every month with no hussle but im here driving an insured broken car. Such a disgrace and a *******