Very poor customer care and not responsive

I lodged a claim for repairs of my car somewhat 2/3 weeks back if im not mistaken till today nothing has happened. The claim handler katlego never responds to emails i have to be calling in all the time speaking to different people he only responds after i make a call. Except denise the other consultants are not helpful aswell same as katlego worse is miss maleboho you would swear she wants to hang up a phone. Their assessors a disputing or refusing to pay for things that shows visible impact that could have affected the braking system. They use unfounded and unscientific measures to come to a conclusion regardless of looking at the side were the accident happened and also the impact on the car and the tyres. I have since sent them that the car was at VW a week or so before the accident occured and non of the errors existed then since they dispute the claim saying those errors existed long before the accident. This is a conclusion made using eyes as a diagnostic tool when VW used scientific and evidence based tools to diagnose. I want my car fixed please and they cant please they should just tell me and il do it myself.