failed by car insurance claims department at standard Bank

I am a client of standard Bank together with my husband, and when it comes banking and homeloan I cannot fault them. We took car insurance thinking since we have been their customer for so long it will be easier. We put a claim June even now is not resolved because they consultant when we wanted to jump ship said to us she is going to apply access buster that we never have to pay access. Other insurance companies have been quoting n coming on good quotes,we refused coz we knew that we do not have access. I mean a claim is for R10k something but we still logging heads with claims department. They produced a recording which is not the one we had spoken to consultant, the one we need is not produced. I am very disappointed with claims department ,they ignore us sometimes and go days without answering us. We just waiting to fix this car ourselves and jump back to our other insurer. They failing their customer,lawyers sent us email telling us they cannot claim access money from a client because we had no witness in the accident in question. I have never been so dissapointed and failed by insurance. We waiting for that recording when we spoke to consultant the day we wanted to change insurer. We will not leave this alone until that recording is produced. A 2nd consultant recently confirmed that we have no access and promised to solve this ,then he dissapeared too.