Prime Meridian Direct giving me the runaround on my claim

I took out my car insurance with this insurer about a year ago. They promised to send me the policy documents regarding my insurance with them and that never happened.

On 11 February 2018 at about 19:20 pm my car was involved in an accident where I drove into the pavement avoiding a car that was trying to overtake and then failed and drove into into me. So this in their language is a single car accident.

I lodged a claim with this insurer on 12 February 2018 and only then I was sent the policy document and was told that it will take up to 30 days for my claim to be accepted or repudiated. They advised that I must not touch my car until after they have approved or repudiated my claim.

I took up car hire when I signed up for this insurance and when I needed it I was told that I need to go get a rented vehicle at my own expense and they would reimburse me thereafter. I wonder why I would take up the car hire option and pay monthly if I would have enough money to do that on my own. This I was told only on the day of the claim.

I was given a pile of forms an questionnaire to complete, which I did, they asked me for the pictures of the car which I sent through, after about 3 days I was told my claim would be paid from my minor accident and repairs fund which I had accumulated from the date of joining the insurance.

An assesor was sent to check the car and took more pictures, Sheldon a claims technician called me to tell me that he was still busy assessing my claim, that is the second week after lodging a claim with them. He asked me the same questions I was asked when I lodged the claim. I was asked where I was going, who I was going to meet, I was asked for their telephone number, I wonder what the relevance of this to my claim, but I provided the information as requested, I was asked for the tow truck details which I provided.

Third week I was told they need to have access to my cellphone records I wonder why, nevertheless I completed forms authorizing them to have access to my phone record.

I am very concerned because its been 3 weeks since the accident and I haven't received any kind of direction from these guys instead I am being asked to provide some very irrelevant information to the case at hand.

I think these guys are working on repudiation targets, and this is why I say so: 1. Why do they need to call a person I was going to visit at the time of the accident, What is the relevance of that to the accident? 2. Why am I being asked to provide my cellphone and my latest cellphone statement, What does my phone have to do with the accident? 3. Why am I being asked to provide the information about the place where I service my car when an assessor has been to my car and saw the condition it was in?

I am guessing from here my claim will be repudiated probably because my cellphone battery had died and had no airtime at the time of the accident, which I wonder why, or they would repudiate my claim because my car is not serviced, which I wonder what it had to do with the accident.

I thought the purpose of the insurance is to put you back in the position you would have been before the accident. This has definitely defeated that purpose, there is no sense of urgency on the insurer part and I am no where close to the position I was before the accident.

Kind Regards Mziwoxolo Nxumalo