Get treated like a ********

On 2 December 2024 I submitted a claim for a vehicle incident that happened on 29 November 2024. On 3 December my vehicle was picked up by a panel beater. Ons 5 December the quote was received by Santam. (from 13 December I've been asking for this quote, but for some reason it's being kept from me) On 11 December "assessor 1" phones me and I inform him in detail about the events of 29 November. On 12 December "assessor 2" phones and says he wants to "investigate further", because my vehicle might be written off, and the "interview" has to be done in person. I told him that I can tell him about the incident over the phone but he insisted that it must be done in person (I feel like a crime suspect being investigated by a detective) I have asked numerous times for the quote so I can see why the repair cost is so high (Santam sent me an exact figure, but nobody can send me the quote) and try to understand why I need to be investigated like a ********. Claim number ***