Poor follow up action after submitting a motor car claim

I have experienced really disappointing follow up action after submitting a motor car accident claim. Emails remain unanswered. A telephone call promise to follow up a matter has led to naught. I was informed that my claim has been approved and that the appointed panel beater will contact me. This has not happened. Apart from a vague reference to the fact that the company may have closed for December I have no idea where I stand. My other issue is the claims ratio policy employed. My policy remains endorsed with an additional excess due to a vehicle having been ****** in 2016. Apparently Standard Bank Insurance will have a great affinity for customers as long as they do not claim. I did not ask for my vehicle to be ****** and consider myself to be the innocent party in this case. In my recent incident a hit and run driver jumped a robot and collided with my vehicle. This no doubt will again negatively impact on my claims ratio and keep the endor*****t in place. Is this claims ratio approach standard in the insurance industry? I can quite understand an endor*****t if the insured party is continuously the guilty party, however .... I await the completion of my claim after which I plan to move my insurance to Company X with whom I currently have a far more constructive relationship regarding three other vehicles.