Absa Insurance Company does not want to resolve my mom's complaint

Case number C-***9 I complained on this platform on 19 February 2025. After giving my ID, power of attorney and pictures of the car that I am complaining about. Finally Absa through Rezona Louw has come back to me with "feedback from their investigation" . Firstly, before giving feedback on 24 February 2025 they **** saying my mom was told to take the car to a different repairer and I was to give confirmation of such by close of business day 25 February. I did confirm that my mom had not taken the car to another approved repairer. I want proof of such an email. They then gave themselves until 28 February to return to me. Yesterday, I received feedback from Rezona that says: my mom was previouly requested to take the car to another approved repairer. Where and when? Rezona then requires my mom (who is currently admitted in hospital) to take the car to another approved repairer. Then here are the instructions:

For the bank to review your claim or confirm if the repairs will be paid, we require the following information.

1. A comprehensive damage report indicating the cause of damage. 2. Itemized quotation from the Service Provider 3. Photos of the damaged items.

We( or let me rather say my hospitalised mom) are to do this by 4 February 2025. Is this a realistic deadline even?

Tell me is this complaint resolution? The complaint department has all the necessary documents that were sent by my Mom (Thabisile NN Biyela). The case number was C-***8 received by Angeline Baoku. An older complaint linked to this one is Complaint: *** lodged internally in October 2024 -Mapule Mangwato. On 13 November 2024, Mapule forwarded a Toyota email saying the car is in order. On 22 November, Andre Steyn sent an email with 2 attached documents saying the car was inspected at Toyota Empangeni and all was in order. Because of previous misleading and misrepresentation on many instances by Andre and Mapule (amongst others) and Marvic Panelbeaters, my mom had to pay to have an inspection done on her Toyota Hilux Raider at Richards Bay Toyota. The report and pictures were attached on her personal complaint and that from her Scorpion Legal representative.

The Richards Bay Toyota inspection identified a lot of shoddy workmanship on my mom's car- overpainting, rust in the bonnet, defective parts and an unrepaired windscreen from the accident. So who is lying? Why did the report emailed by Andre Steyn say the car was inspected and all is in order? As we speak, due to the terrible state the car is in Toyota will not even trade the car in. What does that tell you? So, why must my mom (who will be just coming out of hospital) run around finding another repairer when it seems Absa Insurance does not aim to correct their dreadful misleading, misrepresentation and poor claims handling? There is no assurance that Absa is willing for the car to be fixed to its new condition. Imagine the car is only at 9 000km mileage now. Why is Absa doing this? Where is customer service?