Auto&General: They really do not care!

This weekend my car suffered a mechanical fault. I called my insurance company (several times- on a Sunday they do not seem to care about picking up their phones). Eventually I able to get the car towed. Then there was confusion about where the car should be taken. The consultant advised that the car should stay overnight at my house. But the driver then told me he had been informed by the insurance that the car should be taken to his office. The consultant then made me call the towing company and tell them to bring the car back to my house. I did so and the towing company advised that they will also contact the insurer. The confusion remained. This morning, I have been calling numerous times and even using their online chat service but the bad service has continued. My car is still at the towing company with the consultant not calling the towing company to arrange for my car to be taken to the dealership. Please Auto and General advise me why I pay over R1000 monthly for such terrible service? I am going through the stress of not having a car but know that you do not care just makes the experience even more horrible. I plan on cancelling my policy. I am so angry and disappointed!