Bad experience from roadside assist

Very bad experience with Optimum Assist. I had the event on 26 July and after a puncture Discovery sent me Optimum Assist with a flat bed truck to take my bike to get the Tyre fixed. From there it just went wrong. Bike was loaded on the truck and not tied down properly. Around the first corner the one strap came lose and the bike fell. R26 000 damage to the bike. Claim sent in on 29 July. I had innitial great response and realy thought all would get resolved quickly. All paperwork and photos sent from me to them as soon as it got requested. Today 4 weeks after the damage I am still no closer to have the bike repaired. Got told the money from their insurance (Outsurance) was paid to them on 20 August. 3 days later nothing to me. asked at 11am for the proof of payment to be e-mailed to me. It is almost 5 hours later and they cannot send me the proof of payment.