APPALING SERVICE FROM KING PRICE INSURANCE

I phoned King Price to lodge a scratch and dent claim and then they told me that I must complete a form and then go to a repairer to obtain quotes and send back with photos etc. to which did. 2 days later I get an email from Caitlin waters, with an email that my claim is approved but I will have to send the authorisation letter to the repairer myself and make sure that they repair my vehicle then claim from the insurer. I responded back with a call, which she refused to take. then sent an email stating that the repairer is not affiliated with the insurance, they will need payment before the vehicle is released, I asked to speak to a manager she responded to say that "management is not available to take calls" then proceeded to give me an email for the cancellation department without trying to adress my issues, especially the clause on email citing that " IF REPAIRER DOES NOT SUBMIT INVOICE WITHIN 30 DAYS CLIENT IS LIABLE FOR THE COSTS " ???????? The odesity ???? I proceeded to speak to the retentions department they still failed to resolve this...a dent claim with a quantum of R 2 400 and I have to go through this hussle ? What happens when I have a bigger claim???? Apparently this is an SP for King price, but they are responsible for this as they sold me the product and collect my premiums themselves....I am in the insurance industry and have never experienced service this bad....I am expected to run around for quotes and invoices and the responsibility is on me to negotiate with repairers ??? I even suggested they do a CIL so that my car can be done and released same day then I can send them the invoice....they are not willing, I'm telling them send me to the repairer on your panel who is fami**** with your SLA's , they don't have a panel ????