Outsurance - unexpected service

On the 12 of April 2018 my wife had a head on collision with an anther vehicle... Naturally being in a state of shock I contacted outsurance and rushed to the accident scene when I took about 45min... No call was Given to my wife... I had to call out surance back... The I asked the consultant on the phone to please contact my wife on her cell phone as the ambulance was taking her away... The consultant was going on about the true caller app and how it blocks her private number... I explained to the consultant that she doesn't have that app...she was not concerned about the well being or safety of wife... We broke out in an argument and she cut the call... The vehicle was towed on 12/03/2018...... The assessment was done on the 20th of April.... (all the airbags had deployed outsurance 1st as*****t called the bakkie repairable?? The quote consisted of welding the front bracket??? Cheaply quoted to block a payout?). The vehicle got towed to a panel beater on the 25th of April..... Only arrived on the 26 I had to personally call and fast track this as the consultant did not follow up with their service provider if the had a towing service..... The panel beater deemed the vehicle to be a complete write off.. Double the quote of the 1st visual quote). Bear in mind this only happened on the 3rd of the March.... I had to then call again time in and time out till I to fast track the process.... On the 1st my vechile installment of R10500 had been taken out I was still paying for a written off vehicle..... On the 12 of May I was told that my vehicle will be fully settled... I contacted outsurance yesterday.... Being guided to the legal department... I call today highly upset as the following was not addressed.. A very rude lady raised her voice at me. After being put throw to customers care... No body from the salvage department contacted me . What happenes with the spare key? Service book? We're is my proof of payment to the bank... I can't believe it takes out surance more than 34 days to finalize a claim