BMW not living up to their brand promise, don't trust their PR

I have never thought that BMW service would ever be frustrating until recently. I have been a BMW client since 2014 and I have always revered their service until lately.

I was involved in an accident on the 4th of July 2025 and in that accident airbags were deployed which caused the BMW SOS call to immediately be deployed. I spoke to an emergency guy from within the SOS BMW car tech functionality and they are failing to give me a recording of that call. Their website states that BMW assist can easily retrieve the call for you on request but this is a blatant lie. I have been posted from BMW assist to BMW Customer Service then to BMW connected drive with no one helping or giving me a definitive answer. All of them send me to the other and no seems to know what to do. This could cost me a rejection of the claim as the super notorious insurance assessor believes without reason that I did not initiate the reporting of the accident. I wonder if my call fell onto some black web or this is just poor service by BMW South Africa. It is really disappointing