Inconsistency and poor customer service

Good day, on 26 April 2025, I had a single-vehicle accident that was detrimental to my health and well-being. I lodged a claim 2 days later because of the April holiday in SA. My mental state was in shambles because now my car is in a terrible state, and my daughter got hospitalised the next day. Nonetheless, Kingprice Insurance felt they must assign an assessor, which is not a problem. I declared my mental state, and the assessor listed documents they needed to validate my claim. On 6 May, she listed documents needed and explained her role, Her Hindens Ms Tladi. She does not explain that the process will take a long time in the sense that it has been almost a month, and I still have no idea whether the insurer will fix my car or not. a series of test have been done still no indication that the process will be long or whether i can have a courtesy car that i pay for because the more i drive my vehicle at its state the more it get damaged. No communication that I can use the courtesy var or not. secondly no communication that the validation would take long. The shock of my life now is that 2 days before this review, I was told that they need more documents that were not listed in the ones submitted, no problem, the problem now is that there is a deadline. The deadline was never communicated at the beginning of their processes of claim validation or throughout the time that Her Handiness' Tladi had been speaking about the validation until 2 days ago. Now there is a deadline; if the document is not submitted, my claim won't be accepted, and I will lose all my rights to claim. Pretty shocking, also the documents listed via email to be submitted had a POPIA form for consent, which was only attached and not referred to be signed or any action that should happen on the form, then all documents needed were submitted to them, all personal and confidential documents were submitted as requested. later, we received correspondence that we needed to submit the POPIA form, which she referred to as consent to have access to our information. now this was not clarified in the email sent requesting documents, and the Kingprice insurance had already been given this confidential information. I am troubled and shocked by the way this insurance does business. Oh, moreover, they asked that I get the police report copy on their behalf, and when the police and traffic department could give it to me, I notified the insurance, and they said they will get it. even today, I don't know if they have it or not, all they have been doing is to declare me their client, that I am a ****, and not pay my claim after years that I have been insured by them.