iwyze want to **** me

I got involved in a car crash on the 14 of may 2022 the insurance never called me during the claim assessment or what ever they call it i was the one who will call them or email them they never cared so much so they kept quite make empty promises and so on i have email and cellphone recordings of all the discussions we had together then i went on their Facebook page to complain about the lengthy process and the day that i wrote on their face book page the claim was approved and i was send the authorisation letter and they promised that they will also send to the panel beater responsible to fix my car, the following day on Friday i called the panel beater Brians Auto Body to my surprise they said they did not receive anything from Iwyze then i waited for Monday as i can call when i am at work i called the panel beater again then nothing from iwyze was received from their side then they promised if they receive anything they will contact me then i didn't receive anything from the insurance company and on Tuesday i decided to call the claim department and the lady who was assisting me send the responsible people the email so they can respond to the email no one responded to the email till today i was called to be told that when the panel beater was stripping the car to fix it there was further damage to the car which now declares the car beyond repair to my surprise why did the first assessor said the car can be fixed and did the quote on the car now why now after the authorisation number was issued then they say there are further damage to the car