Appalling experience with my claim

I logged a claim on 15.09.2015 after my car was hijacked and recovered. I only received a loan car on the 2nd day and a month later they have failed to recover my car from police station and have it towed to a dealer to have the lock system changed. I'm now struggling to get them to extend the loan car since I don't have my car and paying me out is a posibility they are not willing to explore. I have had to make endless follow up with ploce who are refusing to release the car pending investigation of the apprehended suspects because Alexander Forbes have done nothing to follow up or give me feedback. Emily Mahlangu who is claims lead to Philemon Sibanyoni the claims consultant handling my claim has completely ignored all communication from me inspite of all my efforts to reach her and even personally going to their Brooklyn office. Alexander Forbes treat me as though they are doing me a favour for a service that I pay R 1,908 for every month. I've been with Forbes since 2011 and have witnessed the service in that place has deteriorated to a disgusting state where employees have no regard for their jobs. It's clearly time to move on