Insurance or Un-Insurance?

Me, My wife and Son have several accounts with Nedbank. home loans, car loans, etc. My son has insurance on his car, and was in an accident 6 Feb, we are still waiting for the car to be fixed, we a also trying to get a courtesy car, to no avail and you cannot get hold of them. If you phone, you hold on forever, and then gets put thorough to help-desk who takes a message, and that also goes nowhere. Generally service from Nedbank is good, but this is just unacceptable and pathetic.