HORRIBLE SERVICE AND DO AS THEY PLEASE!!!

I recently was involved in an accident, the lady who answered the call Clarissa B was very friendly and helped me log the claim and accomodate me for the assessment on the same day of the accident... However i have had to contact the insurance DAILY as i have had NO response from them regarding my claim.. i mentioned i would be signing the disclaimer form as i found a panel beater that was willing to assist me with a courtesy vehicle, the assessor left out 2 items on my vehicle. called the assessor twice i AM STILL waiting for him to revise his quotation/assessment..They then let me know whoever i spoke to that the claim had been finalised, but actually is NOT!!! i then received my new policy update ofcourse the premium would increase however I HAVE NOW BEEN TOLD I MAY NOT DRIVE MY OWN VEHICLE?????? what **** is this, since when can an insurance tell you that you can not drive your own vehicle when i am the registered driver.. this is unacceptable.. i am so frustrated my claims advisor Clarissa B HAS STILL NOT returned the 10 messages i have left for her... this is my 2nd claim on my vehicle and both incidents were not my fault SO WHY MUST I BE TOLD BY A COMPANY I PAY what 2 do