Disappointed with Auto & General insurance company

I called Auto & General again and they're are still telling me one and the same thing saying they have appointed a recovery agent. they have been saying this since Tuesday 12/10/ 2021. Today is the 3rd day just for the recovery agent. when I filed my claim I wasn't told about sending my documents, I was only told on Tuesday by Stella Mbatha (person dealing with claim) and I forwarded those documents immediately but still nothing had been done. This consultant I was talking to few minutes ago (forgot her name) told me uplifting my car from the police pound is a process and I told her they're using "process" as a shield to cover their incompetence because I've been communicating with the police and i was told my car had been cleared and it can be collected.