Appalling service with a claim

I had an accident on 21 November. All started well, my car was towed away and pineapple said they would keep me updated through the process. I was told my car was going to Renew-It Bedfordview. A few days later, I started getting harassed from another auto body situated in Krugersdorp. I found this to be very unprofessional, as this is an insurance matter and they should be dealing directly with the insurance. I looked up this places reviews, and I am extremely uncomfortable with my car being in their possession as their reviews are absolutely disgusting. I called pineapple about it and was told not to worry. I was then contacted a week later to be told my car will be written off after receiving a R110k quote from I assume, the same ***** repair centre. I was totally unhappy with this, so I got a quote myself from Audi directly to repair my car, which came in R40k less than this horrible place. I forwarded the quote on 2 December to pineapple. They told me it would be 48 hours to review the quote, and I have since yet to hear back from them. It’s absolutely shocking that this is how a “reputable” insurer handled claims. I’ve had to call multiple times, to each time be told that they will get back to me, to no avail. I am still, whilst typing this, waiting for the response which should have been received on 4 December. On top of this, each time I call pineapple, it seems no one knows which one of my cars my claim is for, very shocking. I was also smacked with a double excess on that very same R110k quote, which is not right as there I haven’t met any of the criteria for a double excess. Absolutely shocking. I wonder when I will ever hear from them as it’s now 5 days after I was told I would be contacted.