Absa Idirect .misleading clients regarding your rights as per insurance

Good Day, Policy Number: ***, On the 11th of October 2020 I was involved in an accident. I called my insurance to notify them of the incident and for Towing services. A towing company came and towed my car to a panel beater, on Monday the 12th I called my insurance to register a claim. Tuesday I was home and have recovered from the trauma, I called again and registered a claim and asked for the documents as since I joined the insurance, they were not sent to me. Then an assessor called to inform me that my car damages are over R200,000.00. So, he will write it off which I did not agree to. I called the Penal beater where Absa Idirect had stored my car as I wanted to go take pictures for second opinion but was told the car is sold to SMD (Salvage) they were coming to collect it. I called Absa Idirect and requested contacts of the person who is handling my claim. I contacted the person he told me he is the investigator and I asked him why my car was sold without my consent he explained that it was not sold but moved to a storage at SMD and I enquired with him about the car being written off and he confirmed that the assessor told him so. I requested for second opinion explaining to him that I do not want my car to be written off but I was told the damage exceeds retail value so insurance will settle bank and it is between the bank and insurance. I then called the bank an enquire, the bank mentioned that the Finance loan belongs to me and not the Insurance company, the bank has no contract\agreement with the insurance company. The decision is the clients whether they Keep the vehicle an continue with the instalment\ vehicle loan or request the insure to settle the bank, they do not make decisions for me it is entirely up to me. that is when I decided to ask the investigator to take my car for second opinion and he refused saying the repairer needs to go check the car where it was, which was impossible, or I can withdraw the claim. I had no other option but to fill in the withdrawal form as I was desperate to get second opinion. On arrival at SMD(Salvage) it was reported to me that the battery was exchanged for an older battery and my car was already prepared for auction (NB: I took picture for evidence). I reported it to the investigator, but he never responded. My car was taken to a repairer in Gauteng where I am based, and he confirmed my car is not badly damaged and can be fixed at lessor cost compared to the one I got from the assessor. He gave a quote for R87,875.00. I then showed him the quote I got from Absa Idirect he immediately spotted that the quoted included parts that where not damaged. I then submitted all required document requested by Absa Idirect regarding my claim, When I chose Absa idirect it was because I have faith in Absa. I've been a loyal customer for Absa for so many years and my car are financed by Absa. I feel like Absa Idirect is not treating me like a loyal customer. I would like Absa Idirect to get in touch with me to resolve and conclude this matter urgently. Claim number ***. Regards