cartrack doesnt want to sent activation report for my ****** vehicle under their watch

I have been waiting for activation report from Cartrack and they said i must wait for 24 hours its been 3 days now and i am still waiting. i have been calling and requesting it and I'm told that they don't work in the same department and that they don't have a direct line. my insurance has less that 21 days to finalize my claim and yet my car was ****** under cartracks watch yet they cannot even assist with a simple report. i am the one that lost an asset.