Terrible service

Im experiencing terrible service from auto and general. I hit a pothole, layed a claim on a holiday and was told that they are closed and they don’t work on holidays. The following day I sent all documents, no feedback. I called, my call was transferred to so many people with no explanation why until I would ran out of airtime. As we speak I’m still stuck 700km away from home and I still don’t know if they will help me or not. I’m really disappointed in them.