BAD claims process and treatment

I have had my Santam short term policy for almost 10 years (claim free).Recently I was involved in an accident and decided to submit a claim. I took my vehicle for a quote the next day as requested by the insurer. the comminucation then went silent. after numerous emails and calls they advised me that the panel beater lost the quote but after I made a complaint the quote was found.

I cannot use the insurers panel beater because I dont have car hire and cannot afford to wait weeks or months for my car to be fixed. it is my right to choose so! Santam now wants me to repair the car at my own cost and then refund me once the car is repaired. How out of touch can this company be? who has that amount of money laying around to repair my car? what is the point of having insurance. this is how you treat a client of almost 10 years without a claim. I will be going to facebook and the ombudsman. poor treatment of their loyal clients.