Non-conpliance to regulations

Received a call from Buyi (Prime Meridian direct) on 19/04/24 at 08:40 after submitting a car vandalism claim on 13/04/23 at 12:17. The call was to inform me that my claim was approved and that I needed to pay an access of R9300 to fix a vandalised small/secondary on the left rear door approximately 30 cm. She also sent me claim outcome notification which DID NOT include the quotation from the repairer mentioning that they do not have the quotation as yet which was in direct contradiction of what her college Sibby said on Monday the 15th as she was able to advise me on a quote. When I asked if she’s aware that there is an escalation following my dissatisfaction with the access Buyi checked with Michelle who then **** and/or omitted the truth by saying that the escalation is ONLY with Santam when I had included (***, ***, *** and ***) , she simply passed the bug to Santam saying the issue is not out of their hands and can’t do anything to assist me. Buyi also contradicted her other colleague (Naledi) that gave me a call on the 18th mentioning that my dissatisfaction escalation with the quotation is now seating with their legal department and that I will receive reply/feedback/response after 5 days, Buyi mentioned that this was a lie and that it will take up to 5 days to resolve the matter. Buyi mentioned that when Naledi informed me that the escalation is seating with their legal team was a blatant lie as the escalation is with their underwriter Santam. To this date I don’t know who’s lying and who’s telling the truth as I have not to this point received acknowledgement of my escalation from either Prime Meridian legal department or Santam. I have since asked for the call recording from today with Buyi in addition to the recording I requested from my conversation with Sibby on Monday to conclude my evidence and escalate the matter forward.