Worse insurance brokers

As a client for over 3 years um disgusted at the service I am receiving now that I need to claim , my mother who is the primary driver of my car was involved in an accident on Friday and the car was towered to an unregistered panelbeater , we could not get through to any of the numbers provided on the internet, on Sunday we eventually got hold of the roadside assistance and we were advised that they can not get the car until we make a claim which could only be done on Tuesday as it was a long weekend. the claim was eventually made with Moabi Nkwana who sent an email requesting Two repair quotations,Copy of the vehicle inspection certificate,photos of the damages on the vehicle,Copy of accident report / Affidavit not AR number,Two months bank statements. I was told to pay for storage before they can collect the car which i did and informed the approved panelbeater but the car was only collected on Wednesday after I had to call then get disconnected to inquire what the delay was. when i asked about the car hire i was told the manager has to approve the claim first and that the inspector will only go out once i submit all the documents and none of this is stated on the contract.