Horrible experience! My insurance (santam) refused to fix my car, declaring it beyond repair, and immediately suggested I sell it to them

Horrible experience! My insurance (santam) refused to fix my car, declaring it beyond repair, and immediately suggested I sell it to them. When I demanded a cash settlement to manage repairs, they stalled the process by demanding a Natis document, knowing my brother (the former owner) is not currently available to provide it. Even though I paid for this insurance and the vehicle was gifted to me, they used this as an excuse to avoid paying at all. Unfair and unprofessional. It shall not be well with them.