Bad claim service at Auto and General

I was involved in a car accident today and called Auto and General at 11h25am to log a claim. Firstly I find out my details were not changed successfully (I changed my details with AA but looks like since we were moved they carried my old surname and address). Secondly the lady says it is going to take 30mins to log the claim on the phone, and I tell her I dont have enough airtime to last that long, she says I must call them back another time when I have airtime??? I have a headache (probably whiplash) and I am not going to drive out again to go buy airtime, this is a call centre I would have expected them to call me back. My details are not changed from AA to A&G, and I will have to log a claim whenever I have airtime.