Santam is the worst Insurance company I've ever had to deal with

Santam's client rear ended me and then I was told to run around get different quotes "to prove my loss". And then instead of verifying everything over the phone with the ARC's and approving 1 quote and get it over with. I mean the damages on the pictures are very clear. I'm being told that an assessor must still assess the damages again and scrutinize the quotes, liaise with the repairs and confirm the rates (so why didn't they just send me to 1 of their approved repairers who would have confirmed the damages and uses the prescribed rates?) After 3 weeks of Santam being aware of this accident, today I'm being told that an assessor and a legal expert will be in contact, it will take a further 10 days to of assessing my claim against their client. Talk about people who don't know what they're doing! and then to top it all, after this running and having to call them for an update, I'm being told that the money I used to get these quotes will not be refunded as it is my responsibility to quantify the loss. So if that's the case, what exactly is the point of your endless assessments?? I don't know if its your processes that are inefficient or if its the staff (Nazeem Jacobs and his Manager Neo)