Poor service

I am an Absa private banking client. I took out insurance with Absa around april 2015. Around september this year i recieved a call from PSG stating they are now in charge of my insurance. So on sonday, 8 december 2019, i was involved in an accident where the car rolled. Miraculously we were all fine - and we are very greatfull for that! Because it took me 30 minutes and 5 phone calls to get through to somebody who could assist me. They kept putting me through to idirect even after i told them that its not the department i want to talk to. If absa doesnt know what is going on, how are we suppose to know??? The person who finally managed to help me, said she would send me an sms to say who will tow my car and then call me back. I recieved 2 messages saying the towing people had been dispatched, but i never recieved a call back. At that point, the towing company that was on the scene showed me an email with all my details they recieved from the insurance. So i assumed everything was sorted so i signed (because at that point the people with me in the accident needed to get to an hospital)

Now, 4 days later, the insurance claim they did not authorise my car to be towed??? And nobody can give me answers or solutions or a contact person to talk with to help me sort this out. This is really not the type of service i would expect from people claiming to offer private banking services, supposedly making your life easier!!!