Need Advice ASAP

Need advice can the insurance do this?:

My car was damaged by the hail storm in November 2023 of which I reported

To even get the windshield repaired I had to follow up countless times instead of the insurance contacting to make arrangements. Eventually the windshield was repaired.

The car was booked with Carello Auto who did an assessment and booked the car in for repairs once the car parts ordered were received however due to high volumes of cars the had to reschedule.

Even for rescheduling I had to call the insurance countless times and operators would say that they would call me back once the make arrangements with the panel beater but never did, I had to always call them back.

The car eventually got booked for the 27th June 2024, and I took the car to Carello Auto on this day at 7:30am. On the 28th June the car was assessed for unseen damages and I received an sms then I received a second SMS on the 3rd July 2024 from the panel beater stating that they are waiting for additional authorisation on unseen damages from my insurer before proceeding with repairs.

I never received an sms whether this was approved or declined and so I called Carello Auto on the 9th July 2024 at 3pm For update on the repairs of my car to which Carello Auto informed me that MiWay wrote my car off.

I immediately called the insurance asking why I was not informed the operator confirmed that yes it was indeed written off and I asked why I was not informed to which the operator said they only got informed today yet authorisation from the panel beater was done on the 3rd July 2024

The vehicle can be driven hence I could not understand why I was not asked if I’d like the car back and not get it repaired or if the insurance can continue and write it off

I was told that no I cannot get the car back that the insurance will pay the bank what I still owe and the remainder paid to me.

I asked the operator to transfer me to the manager and the manager told me the same story and told me that they would have called to notify me about the write off during the course of the week I told her that since the incident I was the one who always had to call the insurance because days would pass and operators who would say they would call me back never did.

I told her I want my car back even if it’s not repaired and will continue to pay the bank and she said that I cannot. I asked what would happen to the car and she said it would be send to an auction.

Basically the insurance will pay the bank and my car would be send to the auction

Bear in mind that I had just taken my car in for service a month or two before it got booked into the panel beaters and it had only around 75000km and been driving it all this time, car is basically still new

In my line of work I need my own transport and Uber and bolt are too expensive so had to hurry and get a new car on finance basically starting over and now with a balloon payment

The Uber and bolt cost where too high

I need advice if this was right then not wanting to give me my car back in the condition it was when I dropped it off at the panel beaters