Lack of client service and pathetic communication!

I am absolutely appalled at Budget Insurance. I was in an accident last week and was unable to call a towing company affiliated with them as I was disorientated. I claimed the following day and they precessed my claim. I then called again on May 2nd and they assured me they will cover the towing company. Today on the 6th of May, I called to check on the progress and they tell me I need to pay close to R10 000 to get the car from the towing company!!!! 12 days later! This is absurd! They never tried to contact me. And why am I liable for their incompetence????