Very very disappointed

After our claim was approved (three months after it was submitted) our car was taken to a panel beater to be fixed but we had to pay a deposit of R4000 as the insurer told us that they only pay when the job is finished, now the car is done and our insurer wanted a number of things before they can pay out, pictures of the car, proof of our deposit and an invoice from the panel beater with their balance, all of that was sent and faxed to them, then we were told by the supervisor that one of the staff will prioritize our claim (only to receive an email later after i was questioning them on the progress) that the claim is basically subject to management approval, why were we not advised if anything else is missing if it is, now i am going to struggle to fetch my kids before the schools open, and on top of that i don't have money for transport, i guess i shouldn't be surprised by this service as our claim was only approved when we complained the first time, i am very disappointed by all of this and if the management decide to approve i will only get my money and car within 48 to 72 hours, its really said that we pay our premiums monthly but get a service like this.