Insurer of Choice

We had an accident on the 1st of June, on the 16th of July we still don't have the car back. This is the least of our woes with Santam, firstly, we called them a week after accident asking if we were ever going to receive a courtesy car and they then started organizing it, BUT prior that, they didn't deem it necessary for them to arrange that car hire because well we are just paying for that service because we have lots of loose change to spare. there has been a number of times when we have been calling them to ask how far the car is, and then alas, today the 16th of July, the car hire company is requesting the car to be sent back. And then we call the Santam again and Charmaine Waterson, the claims assessor, still has no idea how far the car is and not only that, cant assist. I ask her what am I to do with the car that needs to be returned and she says the service is 30 days. I then ask her how far our car is and what they can do regarding the courtesy car, she says she will send an email to assessor's manager, Gavin Van der Rit. I ask Charmaine when can I expect feedback and she says she cant say. So now my issue is there's no turn around time at Santam, I can very well expect to hear from them in 3 days or a month or a year from now. The service at Santam is appalling to say the least and we are done, as soon as they finish with this car then we are taking our business from them. This is not even the first time we are getting this royal treatment, I cant even begin to tell of the horrors about our other vehicle, also unfortunately insured by them which took three months to be on working condition again. There's no care, no follow up, no responsibility taken and