This insurance is a ****, it doesn't care about its clients

Yooo guys I,m hurt by this insurance, i have been with this insurance for more than 10 years, I never claimed even a cent, my car was damaged by hail storm, I lodged a claim, so wile m waiting for an update about the claim them boom I received an email from someone asking for my car registration documents and an address were they come and collect the car, spare keys. Then m like who are you and what are you saying?so I decided to call Santam then they told me the the accessor that is dealing with my claim is on leave, ohk and I must tell the my decision on want to do with my car. I was like what decision and what are you talking about,caus m still waiting for a feedback about my claim and you are asking me about my decision.. Yoo guys I hurt, mind due m heavily pregnant, this insurance is stressing me the hell out, if I loose this babby because of this insurance I don't know what I will do.