Very very poor service and communication

Its been exactly 3 weeks since l lodged a claim w iwyze and l was helped by Hlengiwe who seemed helpful at first. My claim was approved 1 week ago but they asked me to pay an excess of R13000, l told her we from lockdown now and l dont have that kind of money so l opted for a payout. Ever since then l havent received any feedback from Hlengiwe for the past.3 days l have sent her plenty emails and she simple ignores. I have tried to reach her on the phone and l have failed. Today l asked to speak to her manager and the guy who answered the phone told me to.hold on and simple dropped my call afterwards. I am super stressed dont know what to do anymore. Its been 3 weeks without car, l think lm falling into depression and even thinking of cancelling my insurance. The level of stress that shes putting on me is simple too much