Most pathetic insurance company

Please stay away from Santam, my mom has been with them for 4 years now claim free. a Drunk driver drove into her and the wrote her car off. They rejected the claim, because they say that the car was up for private use and she used her car for business use. She did change it though when she changed from workplaces - she also changed her banking details and her address which is changed except for the privacy use. She requested the recording where one of the employees said that he cant find it only her acceptance recording so he asked someone else to assist. They sent us the acceptance recording saying that this is the latest recording which is not - their dates on the emails and on the recording differ. She asked them that it is not the correct recording and she needs the newer one and no one has came back to us as yet. The car accident happened more than 3 weeks ago. They said she must arrange for her car to be towed to her property and the costs is for her. This is pathetic

The best of it all is that they even took a premium again after they declared that the car is written off - the premium is way more and she did not even consent to it