6 years of premium and no service from claims

I was involved in a car accident Fri 3 July 2015. My car got towed and my claim registered i was amazed at the service. BUT that's where it stopped. I was advised on Monday 6 July 2015 that my car was a write off i was devastated. Mpho Mabitsela informed me and when i started asking questions he sounded annoyed. I asked about a write off disclaimer and wanted to fall on my back by the calculation of 35% of the value of my car. I sent an email on 07 July at 09:49 am asking how this was possible as basic insurance practice is 65% and requested a full assessment on my car. No response or even confirmation of my email received. I then escalated the matter to supervisor Ernest Ramatiti at 12:14pm and again like clock work no response. At 12:50pm sent the same email to manager Lerato Rasentsoere and guess what same thing is this what you \\get OUT\. I have been quite patient even begged for assistance from Ernest Ramatiti at 04:23pm hoping he would see the urgency in my email BUT silent treatment once again. I have been a loyal customer for 6 years have not even claimed for glass my mum has a policy for almost 9 years and this is what we get OUT as OUTsurance customers. DISGRACEFUL\"\"\""