Nedbank Insurance = No assistance

I was involved in a car accident in October 2024, the client of Nedbank was at fault, all evidence shows that. I had to pay the excess in order to get my car. Now, my insurance company is struggling a lot for Nedbank to approve the claim, it's been escalated numerous times. It is really shocking to see how my claim has been treated, I have opened two accounts with Nedbank and really think that I need to rethink joining Nedbank.