Customer dissatisfaction

I have a policy with I wise my vehicle was involved on accident two weeks back I call the insurance they take it to the storage even today no assessor went to to assess my car they even told me because my car was involved in accident with a fixed object there is additional access of R4,500.00not a regular R4,500 actual actual access amount is almost 13 000.00 ..I email them almost ever the response is we are waiting for report from the accessor to process the claim