Bad customer services

On the 28 September 2017 I had the accident which I called the insurance and went to police station for accident report then Affinity insurance said I must tow the car to panel beaters in town on 2 October 2017 which I had to pay the towing service,I did as I was told but till today my car still at the panel beaters unattended till today.i tried calling the insurance several times about the car then recently told that I must go to police station for case number I hear all this when I called but insurance hasn't contacted me and still debiting im frustrated as I use the car for personal use and work,,,I need my car fixed