Very dissapointed and failed client

I was insured with my previous insurer and I got a call from absa insurance for my car and home contents . An Absa adviser called and sold be insurance . I took the insurance for my two vehicles and house hold goods . My cover started on the 29th of August 2018 . A premium was taken from my account on the 28th of September 2018 . I had not had an accident since 2016 . Unfortunately last week on the 8th I was in an accident , I called to report the accident . I was told I would be called . On the 10th I received a text from their assessor by the name of Doctor to go get my vehicle assessed at BMW albarante of which I did . I did not get any call or follow up . I kept calling to find out what's happening . I was put from pillar to post . until I called the assessor again and he finally gave me a name on the 15th October 2018 and an email for a Raymond Musana who I emailed and only then he called me . He advised that he called and left a voice mail . I believe when took the policy I also gave in my email which was not used . I never even received an SMS from him . after we spoke he told me that he is finalizing my claim . A few minutes after he calls a and advises me that he will only finalize my claim after he receives my premium for October or he can ask the accounts department to do a forced debit . when I took the cover I gave a debit date and I have never had to me asked to pay my monthly premium before I can be assisted . He put me through a lady in underwriting who told me that with Absa they will only help me after I pay my monthly premium for October as the incident happened in October . she also said to be in a rude way my consultant that sold to me should have told me . I advised her that it does not say that in the policy wording . she just said ill trans fare you and put me to the call options . I am very disappointed as I still have not been assisted my car is still in my garage . when I ask to speak to someone that can help I am made to hold for the longest time till it disconnects .