Horror from Santam claims department

On June 4 24, I registered a claim with Santam vehicle insurance and an assessor was assigned to me and since then the was no communication. Every time I call the assessor there is no answer. I then asked my brother to take in the car for assessment after communicating with Santam via email because they do not answer calls. He took it in on 12 June 24, since then there was no feedback from the assessor and I sent email only to find out that the claim is on hold because Santam wanted the panel beater to make use of “Old parts” to fix the car instead of new parts but the panel beater refused. I then kept on following up and they eventually approved the claim on Friday, that’s a month later. When I tried to make a booking for repairs today, I am told that only the front part of the car will be repaired, the side of the car was not included even though I had explained clearly what transpired, submitted photos and took the car for assessment. Simon Mudau and his boss David Cawood are really unprofessional and provide the worst service possible. They even asked me to confirm if the damages on the car a part of the accident, after having confirmed via email they still go and exclude them for repairs and the most frustrating thing about this is that you will call them and they won’t answer let alone return your call. They don’t treat customers fairly at all, it’s like they are doing me a favour to pay for my claim whereas they debit my account monthly.