insurance claim

Had an accident on 04/10/2015, recieved an assistance same day with towing. Called in on 05/10/2015 to lodge claim, was asked who the driver is and i indicated it was my husband. The lady assisting said she will call my husband as he was the driver and process the claim. Could not understand as iam the insurance holder but i accepted. The next day no call was made as yet, i phoned in again and was only assisted by the third agent. Was informed that car is right-off, to date still awaiting outcome. Been send to pillar to post and still no outcome. Very frustrated. When we take out insurance there is no hassle but claim then provider looks for loophole to decline. My claim keeps on going back to forth with no finalisation. I was honest enough with information when i took out this insurance. I have never in my claim history experienced this with other insurances and i bet never will i ever take out any kind of insurance with absa idirect nor will advised anyone to settle with it.