Claim cancelled without my consent and no proper customer care was given. After a explanation they opened my claim again. Why do I pay a monthly amount when i have to fight to get my car fixed

I submitted a car claim on the 16th of March 2020 regarding an accident that took place on the 7th of March 2020 around 12:15. a Third party drove into the back of my car twice. My email stated the following ''This is the first car claim and i am not sure how to go about it?'' I was not aware on how the procedures work and thus i have send all the necessary documents through to them.

I received a confirmation on the 21st and then the following message:

''Dear Ms Boers, Ntsieni Siobo has been appointed to do a full merit assessment on your claim. Should it be found that you were the less liable party to the incident Ntsieni Siobo will be assisting you with the excess recovery process.

If we are successful with the recovery against the other party, the excess amount will be refunded to your bank account where your monthly debit order is running from.

Please keep in mind that the legal recovery's success and timeframe is unfortunately not guaranteed and might be influenced by several factors such as the Other Parties version of events and if the Other Party can be reached on the contact details that was provided during the claims validations process.''

Given the fact that this was my first car claim that i have submitted ,my initial thoughts was that due to covid/ minimum resources and the money that needs to be claimed back from the other party that it is obviously going to take some time.

When the consultant phoned in March 2020 i asked whether i would be able to use my own panelbeater and he/she said yes as i was not sure how they work and i would prefer to use my own panelbeater who would be able to spray the new bumper the correct color.

I received a few emails thereafter from the lawyer's handling the case and i waited. I started phoning and following up end of 2020. I had to fight to keep my claim open as they closed it without consulting me and from then on I just wanted this sorted out.

I received an estimation of what they thought the damages were based of the pictures that i have send, but without them asking me to take my car in for a assessment.

They wanted me to take my car in for a assessment which i did on the 15th of February 2021

I phoned Miway as i have not received any feedback and then i emailed Precision and sons whereby i got the quotation in a less than an hour.

My irritation is however there is stuff listed like the left and right number plate lamp which is not damaged so why is that listed on there and they want to replace a trim on the rear light which is a complete unit where you cannot get separate spares for it.

I just want this sorted out.