Bad service

I was in accident with hijacked vehicle the hijackers put the car in reverse and jumped out resulting bumping into me this was the 15th of April today the 26th still no positive feedback from my insurance company- ONLY WAY I KNOW MORE OR LESS AS TO WHATS GOING ON IS THROUGH THE PEOPLE FIXING IT - asked for a courtesy vehicle turns out need to pay all myself they only pay the daily rate - asking the ceo Ricardo on email simply no feedback- why must I now pay the access and loose my out bonus because of flippen hijackers which I asked as well no answer! The agent working on my claim I can never get to speak with her, her email to me was please find attached permission form to sign etc and I will get back to you before close of business on the 25th and guess what no email response as if that's a surprise- there's no consumer protection at all in South Africa