Really Frustrating and Slow Customer Service... Really Misleading and Dishonest

I am really not the kind of person to lose patience with a company but I am really at a point of major frustration. I logged a claim with Pineapple on the 11th of December 2023 after having an accident. First of all, I was unable to even get hold of their emergency services (towing or help line) after the incident and ended up having to tow the car back myself. After that point, it has been such a slow and painful process getting the claim sorted and even now I am waiting for them to respond to me. It would often take days for them to call me back on things, they often do not respond to my emails - both complaints and emails directly related to my claim. They have not done an assessment of my vehicle and have only received photos from me and yet they have decided that the damage is fixable without even doing a structural assessment of the vehicle. And worse, they are charging extra excesses that were undisclosed in the sales calls and are refusing to send me a policy document and or a recording of that sales call. They are wanting to charge R18k (supposed to be R6k) excess on the claim with some ******* about extra claims, even though in the sales call I was specifically told that the excess was flat and wouldn't change (even though I specifically asked about that). This is honestly some of the most appalling service I have ever encountered, and it is even worse because there is not even a number to call. I have to log something on their app or send an email and just hope they will call me back which they often don't. I haven't even been able to get a complaint number for my issue.