Bad insurance company

Last year around April I was involved in a car accident, I called my insurance company to get roadside assistance " Auto & General “ they sent a tow truck to collect my vehicle, an hour later I received a call from another guy asking me where I was because he has to come collect the vehicle he was sent by the insurance company, I told him the car was already towed up. I gave the guy who was dealing with my claim every information he needed with regards to what happened the of the accident, a few weeks later I was told that they can’t locate my vehicle they still trying to find out from the towing company where he dropped off the vehicle. Later that day I received a call from a lady called Kelly whom she told me that the vehicle is at their panel shop " Genises Panel and Paint “ she told that they going to fix the car but I need to an amount of R60 000 or if I’m going to fix the car with them I’ll have to pay for the storage amount which was R26 000 I explained to her that my insurance is dealing with I’m not liable to pay anything I even gave her the contact details of the insurance company and also gave the guy from the insurance her contact number. Around the 01/07/2019 I received a call from my tracking company asking me if everything is okay because my tracking has been removed I explained that my car is at the panel shop. I then called Genises panel shop to ask what’s going with to my car, they told me that the car has been at there shop for a long time and they defraying the cost on my vehicle, I informed my insurance company and they told me to open a case of theft which I did but the police officer told me that this is a civil matter which doesn’t involve the police, until today I still haven’t received my car back and every time I call Auto & General contact centre they just give stories like the manager is not in the office I must call back later, and when I try calling the lawyer from there legal department who was dealing with this matter he is no longer answering my calls neither WhatsApp text. I very disappointed and angry on how this matter was handled, until today I’m paying for a vehicle that is not in my possession. Please assist.