Agreement of Loss Signed and Sent to them but not honored.... Over a month later I am without the funds

I submitted a claim in October, delayed to a point that they took the courtesy car away before the claim was resolved and didn't want to extend the car hire despite their delays, end of November the claim was supposing settled and the insurance company sent me an agreement of loss which I signed and sent back

During this process I kept following up with the assigned Consultant and even involved customer service, I even called on numerous of occasions without any feedback

Once I signed the agreement which for me is seen as a binding contract and emailed to SANTAM

I followed up with them on when I can expect payment as I had already acquired a vehicle given that I was a week without the courtesy car which they took away from me and was in urgent need of a vehicle

The consultant reverted back to me, an hour later to tell me, they think they have found my vehicle and they not going to pay out

They didn't want to honour the contract signed

Out of desperation I asked can they at least grant me a car hire, while they are still dealing with what might seem to be my vehicle

The Consultant called and said that the vehicle found isn't mine

Later she came back and said it might just be and they will send someone to identify the vehicle and possibly I would need to go view the vehicle

Asked how I would be able to get to the pound without a car

I request yet again a courtesy car and the Consultant confirmed that she escalated the matter with management and I can't get a courtesy car

My work, family started getting affected, as we know November - December is what we call the silly season where everything is urgent and a lot needs to get done

I then decided to proceed with acquiring a new vehicle given the signed agreement sent to customer care and the consultant agreeing to the amount they willing to compensate me for the car and desperation I was in without a vehicle

The car was not get identified mid December and as we speak to date, they haven't compensated me for the car or even started working on the said vehicle that was recovered on this day dated 06 January 2023 and this is for a claim submitted in October 2022

During this disaster of customer service I now had to pay two vehicles and two insurances waiting for SANTAM to resolve this query in December and by the looks of things I am paying double of everything for January as well

And SANTAM is not bothered by that fact when I raise this with them

They now want to offer a courtesy car from next week dated 9th Jan 2023 after they didn't want to offer a car hire when I was in distress without a vehicle dated 29th November 2022

The manager handling the query currently in SANTAM says that since they didn't pay the amount agreed upon it means that they didn't agreed to the offer I signed and agreed to, that doesn't make sense ?

Then I asked if I were to come back after signing and agreeing to the offer made and not agreed to the amount paid, wouldn't they use the agreement as a binding contract on the amount to be paid ? She didn't want to reply to the question

The matter is also with the Ombudsman from the mid December and am awaiting their outcome

SANTAM must honour the Agreement of Loss and pay out what is owed to me so I can proceed to settle the car insured with them, which is about R27000,00 and reduce the loan on the new vehicle acquired