Most pathetic and infuriating service! NO feedback! Empty promises!

We hit a pothole on the late afternoon of 1 Jan 2018. Heard a big bang and then everything when skew. Reported the accident on the morning of 2 Jan 2018 and managed to finally find available panel beaters that afternoon. We had to call Oakhurst several times before we were actually able to speak to anyone. An estimated damage of between R30 000 and R40 000. The panel beaters was already discouraged when we told them who our insurance company was, and told us that it can easily take up to 3 months to fix the car, due to bad service from Oakhurst. As well as very high co-payments. Well. Oakhurst told us THAT day (2 Jan) that we will not receive a courtesy car, but that we have the 'platinum' option, which means they pay money into our account to get a rental car until our car is fixed. But that the claim needs to be approved first and that the process will take 2 days. We only have one car, so this left us in a position where I had to walk to work pushing a pram with a 1 year old and a 2 year old, in 40 degrees heat. Well, two days came and gone, and we heard nothing from Oakhurst. On day 3 WE had to contact THEM (AGAIN) to get any feedback. And it was told that it will not be approved that day, 'perhaps' the following week - Monday, or Tuesday at the LATEST. Whole weekend without a car. On Monday WE had to contact THEM again to find out what was going on. "No, sir, you will not be able to get a rental car yet. It has not been approved. But we can tell you is that we do not cover shocks or tyres, so that you will have to pay for yourself." Tuesday - nope, no car. No feedback. No vehicle. Only empty promises. It is now more than one week later - no-one is giving us ANY feedback. They haven't even STARTED working on our car to get it fixed. They haven't even blinked an eye to find out about the rental car approval or inform us when we can get this car or when our own car will be fixed. Just zilch. Nada. NOTHING. I have toddlers, people! Temperature in Phalaborwa is 40degrees, people, We have been with this company for 4.5years, with no claims! But they are non-existent when you NEED them! Be sure, that we will NEVER use you guys again if everything is finished with our car. This was a horrible experience!