Bad insurance, claim hustles

I have been a client for Prime Meridian Direct for many years, I have never claimed and never not even once bounced a debit order. I have had an accident with my car on Wednesday 24 January, I was driving on N4 freeway towards Marchadodorp and there were tyres on placed on the road, it was around 19:15 and it was dark. I was with my sister in the car, we didn't stop because we didn't know if those were placed on purpose to harm us (rob or hijack or even get killed). we stopped at the tollgate N4 Marchadodorp and luckily there were police there. they told us that it was a good thing we didn't stop because sometimes ********s do that to set a trap, we opened an accident report immediately around 19:40. I then reported the accident to Prime Meridian Direct the following day 25 January . They told me that the excess will be R9500 because I didn't stop to take pictures, they wanted witnesses so they spoke to my sister who was with me in the car, the police can confirm this. I have then logged a dispute with their team, they still insist they won't take down my excess to R5000 (my original excess). As if that is not frustrating enough, they ask me to take the car for assessment at Automagic in Midrand, I take the car for assessment last week Tuesday the 06th of February, then they say they have not received anything from automagic, from my house to Midrand its quite a distance I made means to take the car there but they still tell me I have not taken the car! like honestly what must I do now? Its almost a month my car is still no fixed. I have never in my entire life had to deal with such frustration from an insurance and I have been with many insurances, I remember when I was with ABSA insurance the claim process was seamless, they came to assess the car, they came to take the car in for repairs and in two weeks I had my car back. Why am I struggling like this when I have never given any hustles paying my premiums. I honestly regret moving to PMD, the money I had to date would be able to repair my car and still have change as the damages are not too much the excess amount they are asking me to pay is as good as me fixing the car myself. I feel like crying