My mother who is using iwyze insurance she had an accident they didn't treat her well 1

My mother who is using iwyze insurance she had an accident they didn't treat her well 1.Accident was on 1st Febru and finalized on 26 May 2.Said no parts found but my mother found them herself. 3.Instructed the repairer to replace with Second hand parts which could not be found 4.Excess was R4500 at first but now was R5800 5.When setling the money for repairs,deducted the excess fee 6.Made more calls to them while replying with replying machine. 7.my mother was not happy with the Treatments .