Pineapple Car insurance claim

I have been using Pineapple Car insurance for the fact that they are underwritten by old mutual. Never missed a payment at all. Some foreign national unlicensed driver smashed into my car. The claims people are saying different things they do not contact me when I request it. They tell me they are sending me emails then I end up not getting anything from them. I was called by a claim consultant just for him to tell me that I must fix my own car because it's not a lot of money!!!! What is the use of insurance then. They do not allow us to get 3 quotes like other insurance companies do they have their own panel shop that they use so we have no choice but to use them. I asked if I can get my excess back they say they cannot guarantee it even through I'm not at fault. They are seriously a **** insurance company. I expected them to pay me out so that I can go and repair my vehicle. I guess my car will look like ass until I can afford to fix it with my own money. So I pay them every month on time they increase the premium every year for no reason. This is so stressful. If you reading this stay away from pineapple insurance.