Absa Idirect isn't helpful whatsoever! You are on your own

My mother got into an accident a few days ago. Mind you she has never claimed anything for more than 10 years being with this company. She is covered with Absa Idirect. She was told that her car is a right off only because they can't fix the car because it's more expensive than what it costs. However she is told that if she wants the car they'll give it to her. But they'll still deduct the money that the car is worth since she isn't willing to basically sell it to them or give it up and they'll give her what the car is "worth"... So to sum up the whole thing it's like she has been paying her insurance on a monthly basis for nothing. Worst worst service!!!...