standard bank insurance

Claim Number: SHS/2023/343314 On 02.08.2023 my car was bumped while in a demarcated parking bay. I lodged a claim with my insurance, Standard Bank Insurance. On the 15th of August I left vehicle at panelbeaters ( S&E Panelbeaters). I then discovered that Standard Bank Insurance had already approved and advised that 2nd hand parts to repair the vehicle. I phoned my Insurance to enquire about this and the lady from the insurance asked me what am I trying to achieve with my enquiry and that I should have known that 2nd hand parts will be used on the vehicle because its a Mercedes Benz 2015 model. I found this very rude and unacceptable. Upon collecting the vehicle on the 25th August I then followed up on my reimbur*****t of the excess that I had to pay, while Standard Bank Insurance will recover costs from the person who bumped my vehicle. Long story short, the total invoice from the panelbeaters was sent to standard bank , Then the bank is to furnish this info to PVW attorneys who are tasked with recovering the money from Momentum Insurance. The attorneys inform me they haven't received the documents and its been over 2 weeks already after collecting the vehicle and phoning and being sent pillar to post with no one to assist from Standard Bank Insurance. I'm told people are on lunch and theres no getting back to me and no communication at all from the insurance. Today alone I spent over 40 min of airtime phoning between standard bank insurance and PVW attorneys. To top it off, I received more than 2 emails from standard bank informing mr of my increased premium. BUT no communication on my enquiry as to when is the documents being sent to attorneys. Unacceptable