Poor communication)

Very disappointed with santam the communication is very bad, I was involved in a car accident on the 27th of June requested for a car hire as it was included on my package, every week I had to call and ask about how far is my vehicle 2nd week I received an email saying they are busy assessing the damages 3rd week I called to ask I was told the assessor are still busy. 4th week I called again to enquire even sent an email to request for car hire extension as I was worrying that it's almost 30 days with car hire meaning I'll have to return it back while my car still hasn't been assessed, I then received an email on the 27th of July saying my car hire has been extended with 5 days meaning it 1st of August has to been returned they cannot extend it any further. Friday 29th of July I then received an email from the assessor saying the damages are costly to repair meaning my car was write off It was late when I received the email I couldn't call and enquire as nobody cares to give me a call to explain the email, Monday the 1st of August I returned the car hire as per agreement am left with no car, I called the insurance and I was advised that the assessors will call me back to explain but then they did not, I made a call to the assessor and they confirmed to me that the car was a write off and explained the procedure, apparently the Licence of the vehicle has expired on the 30th of July whilst the vehicle was in their hands, was then required to go and renew the Licence of the vehicle that I no longer own so that they can be able to settlement the claim which I found unreasonable