Standard Bank Insurance

I am Rudzani Phanguphangu and have insured my Vehicle with standard bank limited insurance, policy number SHS***. I was involved in a car accident on the 3rd of December 2021 and called my insurance for assistance in towing the car and taking it to a panel beater. after all that process they requested for an accident report file which was submitted to the insurance then an assessment of the car condition was done to check whether the car can be fixed, to my surprise the report they said they had made, which was not sent to me by the way, states that the cost of fixing the car is greater than the car's value, so it became an insurance write off. Katlego Monyemohonoe (works for the claims division and has been very non complaint and does not help or answer the phone/emails when i try to communicate) requested for the car registration certificate which was sent on the 7th of January 2022. Its been 2 weeks now and he has not uploaded the certificate on the claim. Just recently I found out that they moved my car form Avant Garde panel beaters to an Auction House in centurion without settling the claim and telling me that the car was moved for Auction. Whenever something has to be sent by the insurance to me, Katlego Monyemohonoe does not respond or send any document, I have to ask for assistance from other consultants and he is supposed to be dealing with my claim not them. The other consultants cannot help because they keep directing my call to katlego Monyemohonoe and he does not answer the call.