BAD SERVICE. DISGRACE! STRESS!

*** *** My name is Ms Liziwe Jabe from Cape Town. I have insured my vehicle with PRIME since last year with no claim, my vehicle has been accident free until my recent accident in February, my vehicle is insured on a comprehensive cover, on a retail value. I have been loyal and paying my premiums to protect myself from stress in time of an accident. to find out that I actually chose an insurance that will add nothing, but depression to me. In February my vehicle was in an accident due to attempted hijack, in a high risk area 'Nyanga' while I am a woman driving a modern car "VW POLO TSI R-LINE 2020' that is also one of the high risk car. I reported the accident, and I was asked a couple of questions, ii answered each of them, till to date my story never changed. Due to the cause of the accident, my car gave me a warning of 'coolant level low' the vehicle was taken for repairs by PRIME after they claim was approved. they have charged me a ridiculous access which I never understood which was R11700, I disputed that as I had a month where I double paid and was told that I will have reduced access from that. Great! access was reduced to R3750. While my vehicle was in repairs, I waited over 3 months for my vehicle as PRIME kept ordering my parts 1by1, I was furious, stressed and I was without a vehicle for long. panel beater ended up complaining too and some parts were ordered by the panel beater as the acknowledge the time I have waited to get my car repaired. Eventually the panel beating job was completed and PRIME replaced my radiator too because it got damaged on accident and coolant dripped. As i was supposed to get my car from the panel beater, i got informed that my head gasket blown, the panel beater did an assessment and sent PRIME the report to confirm the damage. Someone from PRIME called me a week later to ask if I did drive the vehicle from the point of accident, I informed the person "YES I DID AS THE PRIORITY THAT TIME WAS TO SAVE MY LIFE THAN A CAR THAT IS INSURED. I AM A LADY DRIVING A HIGH RISK CAR, IN A HIGH RISK AREA, AT NIGHT, THE GUYS WONT HESITATE, BUT TAKE MY LIFE." the guy said he will let his officials get back to me. The feedback was that " they cant fix my car engine, as the head gasket problem can not happen over night' I explained that my vehicle has never gave me problems, has a full service history from VW and not other places, and the assessment from the service history has never gave me any engine defects. THE CAR OVERHEATED AFTER THE ACCIDENT BECAUSE I HAD TO DRIVE HOME WHILE THE CAR IS OVERHEATING DUE TO A DAMAGED RADIOTER. suppose that what ever damaged occurred in my vehicle thereafter was from the cause of the accident as I never had problems with my car. I was after told by rude PRIME agents to go collect my car, and pay the access while my engine is not fixed and I should make means to organize my own towing truck as they won't pay. My car was not fixed while I paid for a comprehensive cover guys, I am frustrated, trying to find means to get my car back on the road while I have been paying an insurance? Is it because of my skin color that PRIME TREAT SOME CUSTOMERS AS SUCH? I have invested so much on my vehicle paying for it every month, I really do not deserve the service I received from PRIME. I hope they fix this problem urgently as I need my car back on the road. my Contact ***