Unimaginable service from my trusted insurer(Poor service)

Last week I registered a claim on the online platform and i had nothing from the claim's handler. I then went onto your online chat and i was advised that Vuyo V is handling my claim. On the very same day I sent him an email and to date he has not contacted me. I then did the assessment myself at Conright Autobody and i sent the pictures to some lovely lady that assisted me in your contact centre. She received the pictures and immediately responded that she has uploaded them. Today i receive an sms/email that my claim has been approved and a panelbeater in Ennerdale will fix my car honestly i live in Centurion and why would i take my car so far. I then called in and i spoke to some gentleman who clearly was not in the mood to talk to me, i asked for his name and he said something like Michael. When i asked him what is Vuyo's manager's name he said he can't give me the name and when i asked him to give me his and surname he then dropped the call. I would like someone to pull that call before you call and advise me if that's how we deal with customers. Then i am told that my excess is R3000 instead of R2000 since i completed the claim online. It's funny that i even have to pay an excess because i literally completed the claim on my own and not even one person ever called to administer the claim and to the point of finalization and i have not spoken to anyone. I have dealt with my Miway before but damn thi was bad.