Auto and Hold and Run around

My car had a problem it couldn't engage gears on Tuesday and couldn't move, so I called a towing company with my insurance but before I got the car towed I call Auto and General to tell them of what has happened and they say I must put in a claim which I do and I am sent documents. They are aware of the workshop it's being towed to when the guy goes through the many papers that are required for him to get his payment on top of the other things that must be submitted for the claim he advised that he won't be able to do all these paperwork and I should contact Auto and General to assign me someone who is already in there vendor list and has filled in those forms. They haven't been able to give me one workshop that has been paid by them in the Pinetown area and they sent me the RMI link to which the workshop where my car is, is already listed in the RMI list. I am not sure whether it's me not understanding or them not understanding what I want. So frustrated and school opens next week Tuesday and the car is stripped and they don't want to pay for relocation to whatever dealer is on their vendor list because I don't want to tow my car and the other place as much as its listed with RMI doesn't really want to go through the hoops of Auto and General.