Santam does not know where my car is!!

My car got in a accident, I called Santam to log a claim. Santam tells me my car is going to a panelbeater of their choice (the lady on the phone insist I can only use them and not a more reputable panelbeater that I suggested.).

After not hearing anything back from insurance, I decided to check on the car myself and phoned Island Auto, their phones either do not work or they just do not phone you back. The manager is never available and too busy to return calls.

I informed the insurance I am not happy with the panelbeater where my car is and asked them if I can go somewhere else. After 5 days, I got hold of the panelbeater and they informed me that they have checked and my car is definitely not with them. I took a drive to the panelbeater and saw my car standing outside with additional damages due to how they handled the car.

I informed Santam and they responded that my car will be towed to the panelbeater of my choice on the same day. 2 days later they have not done anything to go and get my car and I get a mail to say my car is being taken to auction house based on the assessment from Island Auto (Who did not know they have my car).

Currently Santam does not know where my car is and no one has called me to discuss this matter.

Clearly there is something skeptical with the relationship between Sanlam and this low grade panelbeater.