Poor service received from Absa Idirect insurance

I phoned the insurance Company on the 27 November 2022 reporting an accident that took place on the 26th November 2022. I immediately received the claim number ***. From there Absa Idirect never provided me the status of claim . I was the one always calling them to check the progress of the claim. Until on Monday the 12 November 2022 I contacted them to check the status, I was told that the claim was approved and was sent to the service provider. I immediately contacted the service provider to check if they have received the authorization from them and indeed they confirmed the receipt and stated that they won't be able to assist me as they are fully booked and closing for the year. They will only be able to assist in January 2023. I needed to use the car as I will be travelling to home for Christmas holidays and I cannot drive the car in its current condition.

I immediately called the insurance and inform them of what the service provider is saying. I requested if I can check around to see if I can get something. Which I did and informed them. They said to me they will send a request to Refilwe Thulo for cash settlement so that I can fix the car myself. I did not receive any feedback from them and I called again on Tuesday, 13 December to check the status. I was told that the matter was forwarded to Refiloe Thulo for reimbur*****t. I waited until Wednesday and called again and asked to be transferred to her. I spoke to her and she immediately send me the forms which I filled in and returned them back the same Wednesday. Since from there she never acknowledge the receipt of the email of which I'm not sure whether she received it or not. There is no communication at all.

Today, 19 December 2022 I called them, I was advised by the consultant to resend the signed cash settlement forms and ask her to acknowledge the receipt. I asked her to transfer my call to her and was told that her line is busy. I called again after an hour and again was told that her line was busy.

I think Absa idirect is the big company and cannot operate with one claim consultant across SA. I'm very disappointed as this is a very small claim and wonder if they will be able to assist if I'm involved in a major accident.