Bad customer service

On the 1st of November 2020 I was involved in a car accident and I notified Krishnie Naidoo, hoping she that she will assist me as to what needs to be done because I didn't know what to do or the procedure that needs to be followed as I'm a new car owner, today I received an email from absa my car insurance notifying me that they will pay a certain amount to Mfc, so I asked Krishnie if I have to pay the difference because absa won't settle the full amount, and she didn't even bother to respond it seems as if I'm annoying her when I ask her questions about my finance, if it's not her job, she should have just referred me to the correct department or to someone who will assist me. Can someone please assist me because I don't know what needs to be done, because my car is written off