CAR CLAIM turned into a BLAME!

My mother has insured her car for 6 years with the company and never claimed anything within those years. Last year they broke in her Nissan bakkie at cementery (Polokwane Silicon cemetery) . She reported the incident to insurance company and they then allocated service provider called Auto Body Repairs ( Panel beaters) in Polokwane to make repairs. The car was booked in January 2016 and then I went to collect it as my mother was out of town in February 2016. The car parked in the garage all this months. Later on my mother discovered that the car is not in good condition as it used to, when changing gears it was not picking up speed, hazards not working well. She then reported to insurance and she was advised that she must take it to Nissan garage(Polokwane) which she did on the 17 April 2016 and also send car Report to outsurance consultant Nkully Phothelwa . Polokwane Nissan Manager Mr Leon Ross did not provide my mother with a written report (finding) instead he demanded irrelevant information such as 1. Receipts for parts that paid before the car was taken to the panel beater which produced the requested documents. 2. He wanted the reason why Outsurance took my mother car to Auto Body Repair "Panel beater" instead of taking it to Nissan garage to fix what was broken . 3. How much did she pay for labour when my car was fixed on the 2nd December 2015 when my car broke down ( Old incident she had)why not the breakdown didn't take the car to Nissan garage. 5 Is the mechanic who fixed my car white or black person. The whole week passed with no way forward with my car. Then went back to the Nissan garage the next week and requested to take my car because i was starting to be frustrated, car less as the is nothing being attend to resolve my car issue but the manager REFUSED to take my car and told my mother they will come with something better. I called Nkully (outsurance consultant) to explain the challenge I`m experiencing with the Nissan garage but couldn't reach Nkully she was told by her ***orker that she is out of office, they can only attend to her matter when she back in the office. ***orker did not help me with anything, maybe refer me to another consultant that can help. Till to date no responds from outsurance or Nkully. My mom`s car is still in Nissan garage,Nissan Manager is dodging my mother, cutting her off. no better solution brought forward as promised. My mother is dippresed,demoralized as I draft this complaint. She no the channels she can use to lodge a complaint to Nissan manager on the type of customer service she currently experiencing. Outsurance also on the other hand been a loyal customer with them for years, 6 years without claiming on her car when its the time to get HELP from them, they turn a blind eye on my mother. Im talking about a women who has home insurance, referred all her daughters to use the insurance on their households&cars, were she has recommended people to join the insurance. Right now her travelling expense has increased she uses 2 public transport to get to work and I am talking about a pensioner who is still trying to make a living. And non of this 2 companies are going to compensate her on her loss! HER CAR IS STILL STUCK AT NISSAN GARAGE, SHE CAR-LESS, Demoralized. Please help, she cant hold any longer.