Disappointed Customer

On the 23Jul my father reported an accident (hit and run) to standard bank insurance which he joined at the start of 2015. Since then we have been contacting the insurance to follow up and their (Standard) stories have changed up until 13Aug'15 when we have been told that Standard Bank since my dad has not taken the car in for inspection when he joined they cannot pay out/fix the bakkie. My father explainted that he was never told to take his bakkie in for inspection he assumed that everything was ok, but apperently not. My dad was then told that Standard Bank will retrieve the voice conversation between himself and the consultant so that they (standard bank) can ensure that he was never told to take the bakkie in for the inspection. I then contacted the insurance again on 17 Aug '15 only to be told that they have only gotten the recording that day and they will contact me the following day18 Aug'15 (dont know where they store recording but it obviously takes a while to retrieve it). Now it is 18AUG 17:45 and again no one has contact, but every month they debit his account. I am disgusted by the way we are being treated but yet our money is good enough for them to take.