Lacks transparency - run with your money. I'm sure you will find better elsewhere

What a terrible mistake I did joining this insurance, no transparency whatsoever. As a first time car buyer, buying through car finance, Fsp was one insurance with lowest premiums of cause I went for it. Mistake was not to do research prior, for 3years I paid with no fail and when I got into an accident on the 27th of September I immediately reported. Taryn was very helpful-I would give him 5 stars, he called police on my behalf, kept on checking up on us as we were stuck in the middle of nowhere until the tow truck arrived (God Bless him). To cut the story short, I lodged the claim and it was allocated to Theresa😭I my very first call and email I have addressed that the car is paid up and if written off I would like to retain it. I asked about the process to retain, Theresa initially said it will be the assessor that will advise, Matt the assessor when I queried said Fsp must advise. Then Theresa changed statement to SMD will advise, we were now in the process where I had to give in all motor documents, spare keys etc while I kept asking about the car value and process she pushed to SMD and advise I first need to sign settlement letter. I have all back and forth emails as proof. Settlement letter is signed, every paper work is on their side, money gets paid in my account. Again I sent an email advising money just came in and I would like to know process of retaining. Theresa Advises that Smd claimed they tried to get hold of me for the which never happend, I then ask for smd contact details. SMD never responded until today. I get back at Theresa advising this back and forth with Smd is not helping and asked for Fsp documented process for when a car is written off and owned by the insurer not bank. Theresa responds with "settlement has been paid please contact manager at Smd with their contact details. SMD consultant finally responds, after I had to call their call Centre being sent from one to the other, she Advises that to retain the car I must buy it back from them for R48000 as it is a code 2. I asked what is a code 2, she advises 2nd hand, I asked why was this process carried this way when other insurances giving her an example of my father in law, his insurance did retainment prior settlement, agreed upon price then deducted from settlement. Unlike Fsp that was playing hide and seek with price and process. But the again their consultants couldn't even explain why Retail price given now is different from the price I bought the car for. I had to Google the information myself and got the understanding from there. Theresa kept on saying it's the price they received from Transunion, when I asked why they would not use initial buying price she couldn't comprehend. Anyway after thoroughly consideration I had to let the car go, as I did a personal load to settle it, payout won't even cover that. They were not transparent with process even when asked, Theresa sat on information, I had to ask for feedback regularly then she would only then do follow up. Service from claim process, feedback and practice is Pathetic, they dnt even deserve the 1 star.