Absa idirect insurance

My mom had an accident on the 13/01/2021 and we lodged a query on the 15/01/2021 somewhat we received a call from the insurer which was professional however the way she received news that her car is a write off was just not very professional she first received an sms to say she must call the person then received a call from a cellphone number telling her that her a car is write off and theres nothing she can do his job was just to check her car, so shes confused whats the solution the guy had no answer so i lost my car the guy said he doesnt know why did he call without answers and proper report so that she know exactly what to say or do.