Poor excuse for an insurance comapny

My cousin has had an extremely stressful time with this poor excuse for a company and their agent, Tanya Venter. Firstly as she claimed within 6 months she has had to pay a R4400 penalty over and above from the excess. It has taken 6 weeks to have her VW repaired. The damage was minimal but the insurance refused to let the panel beaters use any genuine parts and they have had to order pirate parts from around the country. One of the items was a bonnet catch and a pirate part was not avaliable, they still refused to pay for the genuine part. When she phones them, there is no feedback, most of the time she can't even get hold of the agent. They have also refused the 3rd party to have his car repaired to an acceptable standard. Case is now with the ombudsman.