Absa idirect insurance's failure at following official procedures to investigate and pass a verdict on a claim

I logged a third-party insurance claim with Absa idirect. Upon following up, I spoke to a Clinton van Schalkwyk, asking how long the process would take as I had not heard from the insurance after 4 days of sending the relevant details and documents. Other than speaking in a low voice that I kept telling him I cannot hear, van Schalkwyk kept talking over me as I tried to explain my situation and responding to him, and he would not let me even finish my sentences. He then told me that the third-party claim WILL be declined, despite the fact that official procedures had not been undertaken as yet, let alone my case details and documents officially forwarded to the relevant parties for processing. He said that since the 2 vehicles were both reversing (which is a very superficial description of the incident), I can consider my claim declined. I asked him how he can reach such a conclusion, if he had even bothered to read the description of the incident, if my accident report had been accessed for verification and statements from witnesses obtained. Because of further dismissals by Clinton, I asked that he forward my call to another consultant as I had no interest in continuing his one-sided conversation. I would like to know how your business instructs its consultants to pass verdicts on claims without having followed any of the necessary procedures to verify the merits of a case, let alone at the very least, investigate and fami****ise themselves with the case, and then proceed to casually, informally, and flippantly advise claimants on what an "official" verdict is after seconds of simply browsing through a claim and catching a key phrase therein (i.e. "wo vehicles reversing"). Is Absa idirect operating a **** disguised as a legitimate insurance provider, while its consultants, the likes of Clinton Van Schalkwyk specifically, casually decide the merits of any given case according to their (un)professional mood on any given day.