Nedbank insurance poor service

I took out an insurance cover with Nedbank Insurance for my motor vehicle. On the 5th of March 2023 i was involved in a car accident and I informed my insurer immediately .I received roadside assistance and I was informed by the consultant that was assisting me to call again on the 6th of March 2023 to make a claim since the day of an accident was on a Sunday. She informed me that the claims department is closed. I did contact the claims department on the 6th of March and lodged a claim. I was told that I'll be sent the details of the person who was going to handle my claim and the claim reference number. I was also promised that I'll receive updates regarding the claim via sms. Days passed without receiving the sms's.I then decided to contact them but it was all in vain because I was sent back and forth. On the 14th of March I was lucky I managed to get hold of the person who's handling my claim and she informed that my motor vehicle has been declared as a write off. She informed me to obtain banking details of my vehicle finance so that a payment can be made. She also said I will receive an sms containing a claim reference number and an email address that I will send the vehicle finance banking details to and I did receive that sms. I obtained my vehicle finance banking details on the 15th of March and I emailed them on the same day. On the 22 March 2023 I went to a branch of my vehicle finance just to check if the payment was made. I discovered that there's no payment that has been made and my insurer is on mute mode on me. I thought taking out an insurance would give me a peace of mind but it's a complete opposite