POOR SERVICE BUT IS IT RACIAL PROFILING?

Had a small accident with vehicle as a taxi drove into my vehicle. Logged claim and process was slow in terms of appointment of administrator and accessor. When people were eventually assigned to case , process became even slower. Sent pics and even got quotes to try speed up process. Due to slow process i requested that i get my vehicle be fixed by another reqairer and they pay me. I was willing to waive onus on ABSA should anything go wrong with reqair , it is an industry norm to choose your own reqairer but i was denied this. I was TOLD WHICH REPAIRER TO USE , AND EVEN SHOUTED AT AS MAIK WAS TOLD IN DARK BOLD CAPITAL LETTERS. I complained to ABSA group complaints customer services , but got nowhere even though i recieved a mail from Customer services assigning the case to a lady there...that was the 1st and last mail i ever got . Thing is i know others who have been paid out and chosen their preferred reqairer....SEEMS ITS GOOD FOR SOME , BUT NOT GOOD FOR ALL OF US...IS IT RACIAL PROFILING MAYBE ?I even threatened to cancel my insurance and finance with ABSA but seems they dont even care about that . Ive heard that many big accounts are being lost and closed and its clear to see why. My vehicle is still not reqaired , but my premium has gone up and is deducted every month...the claim has been approved though and the reqairer has been in touxh eith me. CAN WE JUST ALL BE TREATED THE SAME IS WHAT I WANT TO KNOW ...My claim was logged 13 January 2022 and we now at 22 March 2022. Just respenct my rights as the insured , but more so as a customer and there wont be any issues