Extremely Angry and loosing faith in the Brand that clearly has a racial methodology in treatment

I am at a loss for words with the service I am currently receiving from Santam. After advocating and referring people to them for so many years. On the 2nd of April my vehicle was involved in an accident. It took some some time to finalise things as I also had to travel home and work commitments. I recently went into Frameauto to pay my access and the guys decided to take to to the car to show me the progress. To my surprise there was a dent that I had never seen on my car nor did I have. I called Brian, to find out only to be told it was not consistent to the accident. Upon me asking where did it come from then as my vehicle did not have such a dent he said I should tell him which I found very offensive as this meant he was calling me a ****. Mind you money gets collected every month with no sense of urgency nor has he bothered to fasttrack my vehicle issue nor call me for update instead it is the other way around. i was told that this would be escalated and to date nothing has been done. It is now going to be 5 months without my car