INSURANCE NIGHTMARE - NO URGENCY - UNPROFESSIONAL - HORRIBLE

I submitted a claim 23-12-2019 (no write off/ no third party/ quote was +-R14000) Carla from Novation advised me that because of the holidays repairers are closed and assessors are on leave I understood. On 20-01-2020 I sent an email following up as I figured it's more than enough time for them to follow procedures and because no one was getting back to me. Carla called me I missed her call she sent an email asking what time I advised 3:30 she can give me a call she failed to do so. I was told she sent my docs to the incorrect insurance house I had to fix the car urgently as it was becoming a hazard and I was in the process of selling the car and getting a new one. I spoke to them I advised that it's been 18 business days surely damages should've been assessed by now etc. I requested a CIL as I was not prepared to wait for a repairer to give me a booking date and keep my car for another 2-3 weeks. Marius the manager at Novation has been useless he responds and calls back when he sees fit. He called me last week stating they'll be proceeding with my claim however no settlement letter or any solid confirmation, gave him till Monday as he requested and still nothing. Proceeds by telling me he has meetings in the mornings and will give me feedback in the afternoon clearly my claim hasn't been prioritized after they made the error on their side. Anchor underwriting have told me they have to send an assessor out when I've already fixed and sold the vehicle I have the new vehicle on cover with them as well. He doesn't want me to remove the vehicle from cover as yet probably to collect another premium. I've sent my paid invoice/receipts through and now they wanna send an assessor out to assess damages after I mentioned to them multiple times that the vehicle is already gone and that I my new vehicle. Damages on old vehicle was simply draining oil remove old and refit new parts no paint/blending or extreme damage/mechanical repairs. I've taken a financial dip and I'm still waiting for some sort of feedback. It's the first time I've claimed for this vehicle since I bought it in 2015 however still no feedback, same thing with the windscreen claim. It has now been 26 working days in total. I'm out of patience!!!