Poor service - understatement

I am an extremely patient person but PMD has been able to test me! more than once. I am not entirely convinced that their team know what they are doing. From them informing me my vehicle is a write-off to calling me and telling me where the vehicle is to be repaired??? giving me different payout amounts??? At this point I was still able to stay patient and my claim was processed.

Now. I have been, for two weeks, requesting documents that I believe PMD should have on hand. 1. The accident report. They did not have this. What procedure is to be followed when processing a claim? anyway, "patient me" did not make a fuss out of this as I knew I could obtain this from the traffics department. 2. Assessors Report with picture of the damage. Surely my assumption was that I would get this same time. It is not good to assume anything positive with them it seems. For two weeks now I have been emailing and calling requesting for this report. after a week they managed to send the incorrect document :) ... Now it's "We have spoken to Celine and she says she will send it before COB today. Everyday I get told this. This morning I spoke to a Zinhle Dlomo who is a lot less patient than I thought I was. She could not get hold of this Celine and when I asked her to please try again, my God, I could sense from her tone that this lady's fists were starting to clinch. Everything that I was asking her to do I had to ask more than once. I could not even be put through to management when I asked. Me: "Can someone please phone me in an hours time with an update." Her: " She said she will send it soon baba" Haibo!! Kanti what have 'I' done wrong?