BAD SERVICE AND TURNAROUND TIME

On Sunday 17/8 they attempted to steel my car and damaged the ignition etc. so it was undrivable, I called Auto Gen for a tow but they could not bring it from the East Rand to the South so I arranged my own tow, or we could not get home. Called on Monday 18/8 to lodge a claim and find out the process we need to follow and they said it could not be done over the phone and that I had to do it via the app. I completed that process and got a claim number by 09h43. On Tuesday 19/8 I asked what was happening on the app and I then got a new claim number and a designated person to deal with, not that you can ever get them on the phone when you call. To speed up the process I sent the pictures of damages, as well as a quote from the repairer where we had dropped the car off. On Wednesday 20/8 I called in at 09h03 and could not get hold of my designated person and was told that the system says that she would call later. She called at 12h47 and said she would now need to tow the vehicle to another repairer to get it assessed, I suggested to get the assessor to rather come to the car to also save tow costs for Auto & General and also to speed up the process as this vehicle is needed to run our business. Thursday 21/08 10h33 I get a message that they car will be picked up and that they are on their way. They do not arrive. I then call Auto Gen and they blame the tow company for not sending someone. Now it is rescheduled for tomorrow. 5 days and we are no further with the claim, is this the kind of service we can look forward to in the future? This incident is not our fault and it feels like we are being punished. DE***