Frustrated Pensioner

Had an accident and my daughter registered the claim on my behalf on 22 July 2023 as I had challenges with my phone. Till date the insurance hasn't given me a courtesy car. Their service is not up to standard because they do not communicate as the process develops. They concluded the outcome of the claim without informing me as the policy holder. I do not understand how do they conclude without informing me. The only time they decided to involve me is after my daughter intervened to inquire about the process. They informed her that the process has been finalised but without commucating with me as the policy holder. When the claim was registered they asked if the vehicle is drivable but never considered to ask if it was safe to be driven. They concluded that I do not require a courtesy car, that is why till date I do not have a vehicle. Their service is frustrating and unprofessional. Everything is currently standing still no communication, no correspondence of any form and no courtesy car. The vehicle has been written off and the agreement they communicated to me is not materializing. I cannot fix my vehicle and I cannot go anywhere as I don't have a vehicle