Absa Idirect a nightmare

I have Comprehensive car insurance for a Ford Ranger. It caught unknown fire on the 11th December 2023, 2am, while parked. We managed to risk it to save the house. When fire brigade and police came , we had managed to open the bonnet and put out the fire from there. Absa arranged for the car to be towed around 4am, the same day. I was contacted for body pictures, and I sent them the ones I took from where the fire was. The body was totally intact, nothing there. We even opened the bonnet to spray with hose pipe from there. It was not hot. My car has been with panel beaters since then. I was texted on the 4th of January that my claim was approved. I should see that the car is with that panel beaters. It was strange that they include that in the text. They arranged towing for my car on the 11th of December around 4am. A tow company called me on the 4th of January asking to pick up the car, which car, I was shocked. So that is inefficiency to me because they should have logged in their systems exactly where my car is. My car insurance has a car hire option which I have been paying for. They said it was for my convenience should anything happen to my car. I have been stranded throughout the holidays. When they finally texted me on approving the claim t he car hire part does not come up. I have to email them ask what is happening. I have written a number of emails to this insurance and consultant is always to come back to me asap, and never does. I am still stranded. I wrote then an email on the 5th January 2024 and that consultant will as usual contact me asap, has not as always. Now apart from taking the car to the panel beaters for no body job, I have to follow them about car hire. It is exhausting. I am exhausted by the unfortunate situation with my car and I have to follow Absa idirect to do right by me. It is depressing more than the car thing to me. These people do not care, they never fail to collect the premiums and when they have to deliver you have to follow them. There is no difference between myself and the person who has no insurance. I am deemed careless person, for I ask people for help to move around. Otherwise why would I struggle so much for my daily movements if I have an insurance. Absa is good on paper. I have been with them for 5 years, never claimed and the first time I do, now this. I have been paying for inconvenience and worrying.