Poor service from verseker

On 9 February 2021 we opened a claim for my grandmother who had a accident with her car, as she was 82 years old we asked if the car can be towed to the panelbeater with no assistance, after many calls to the call center with no and October 2021 my grandmother passed away, after a call to the call center I was instructed to bring the vehicle to a panelbeater in Rustenburg so I did got to the panelbeater with the claim number and they said they have no instructions to fix the vehicle, and now being ignored by verseker, claim number ***7-1