Absa idirect Insurance doesn't want to fix my car

My claim with Absa hasn't been finalised until today And was referred to a rude consultant called Msizi Buthelezi the other day guy just hangs up my phones and promise to call back but doesn't even follow up its been almost a month waiting . I want them to fix my car as that was the reason why I was paying monthly premiums or just refund me so I can fix my car myself. I thought they were professional but to my surprise I had the worst experience ever.