standard bank insurance shady business

some shady things going on, so in this year July my late brother was ******ed in a car that is insured with standard bank insurance, we put a claim through to have the car repairs done, to which have been authorized, the car has been at the panel beater which seems to be the worst at giving client service, I have on numerous occasions tried to get info and its always a struggle, from I'm going to call you back, to I'm going to send you this but unfortunately the system was down, its the oldest trick in insurance and panel beating when you don't do what you supposed to do it was used when i was in the insurance industry as well, I never heard from the assessor never seen the assessor report have no idea what is being fixed what is not being fixed, so many stories no answers, anyways prior to this incident the vehicle was in a accident to which the claim was approved for the previous damage, unfortunately the car never went in for repairs as the panel beater they wanted to send the vehicle to is of very poor quality and service, the vehicle is now with renew it Randburg, the vehicle is being repaired for this incident that happened this year, while the vehicle is there I asked that they do a claim to repair the other damages as well as i don't want the vehicle to go in and out, we have been through a lot with the loss of my brother and son to my mother, it has been a lot for us to which standard bank seems to have no sympathy, I have worked in the insurance industry for many years with Telesure I am very aware of the processes from capturing, to 3rd parties, recoveries, claims, appointing assessors, appointing tracers, case laws, apportionments all that, my question is since the vehicle is there and the previous claim was approved why was betterment not offered in order to have the car repaired complete, I would like a urgent response so that matter can be dealt with and handled in a professional manner as clearly I feel that standard bank insurance is doing a half and half job here.