Poor Customer Service

I'm not happy with the service I received from the insurer. Updated policy doc's when I was moved over to Saxum was not sent to me, Consultant Thulani Maseko does not give feedback, unless I phone through and he will promise to return a call which he hardly does. I had to wait 4 days to get courtesy car. It's been a month since the claim was submitted and nothing has been done on the car, instead I was told I had to pay access upfront before they can authorise repairs on the car, I was not aware of this new process because on the previous claim I made payment on collecting the vehicle, which I feel it is unfair to me, My wife had constant enquiry if I will get extension if the 30 days of the courtesy car lapses and the car still has not been repaired, no response was given until a day before I had to hand over the rented car, and I was told that they will not grant extension and there is nothing they can do. I use the car to generate income, it means I will not be able to pay my debts which will be an inconvenience to me and my credit profile will be compromised, why should I be inconvenienced over their own delay and incompetence. customer satisfaction must be a priority.