Abhorrent service from dialdirect

Abhorrent service from Dialdirect, i had an accident on the 1st of May car caught fire while I'm driving back from vacation Durban, just 2 minutes after on ramp to the freeway, next thing car is smoking I called dialdirect at 12h45 pm but my call was terminated after i have explained that car is on fire and i had to call again sadly after explaining situation call gets terminated every time and only at 16h00 or just before only then was my call register or thought it was register because on Tuesday when I called to get feedback of my call was told it was not registered. had to use someone else's phone because mine was off i never got reference for the call, I had to ask tow truck driver to share reference with me and i was never informed about next steps from the 1st May, sadly it's been 48 days already and my claim is active and worse dialdirect debited me for month of May and was told it's because my policy is active how is that possible what car are they insuring if I have claim with them. Terrible experience with them is that i was stranded on the middle of freeway at 12h40pm tow truck was around had to wait 3 hours for my call to be answered and completed without being terminated from 12h55 maybe my experience wouldn't be as bad. What frustrated me most is I spoke to many agents on the day and explained crisis that car is on fire but my calls got terminated till 16h00pm and 48 day's later my case is not yet resolved and I get asked for documents to finalize claim and I tried my level best and went as far as to provide agent from we buy cars to assist and get to be asked in again to speak to the dealership. Surely dialdirect should have priorities my claim because Surely it doesn't take 48 days to process a claim and why do you as dialdirect debit me with a claim in progress and mfc debited me for May and still june 18th i don't know status of the claim yet. Few dialdirect agents who tried to help Emmanuel Nzama, Joelene, Nompumelelo. But Emmanuel Nzama excellent service and he should be their talent scout. I will not recommend dialdirect to friends or family because they left me stranded on the freeway without any assistance from them it was up to tow truck drivers kindness and metro police who made sure we get to point of safety and my insurance company didn't care of my safety because my claim was on Sunday and on Tuesday i was the first one to call and check status of my call only then was told it's being registered by Emmanuel. Worse till today dialdirect doesn't care it's not normal to have claim active for 48 days. What is an emergency to dialdirect because my first call 12h45 till 16h00 client reports car on fire, shouldn't it been that i would be called to confirm if indeed I'm having an emergency but guess not according to how i was treated actually not was because I'm still treated like ****. What's difficult about writing it off 48 days later and my fear is mfc will debit me again for a car that i no longer have and that is a reminder of my traumatic experience to this day I'm not getting any joy whatsoever. I saw my car up in smoke until it was ashes. And i was on scene to witness all that, and witness everything happening on the day and worse be last to move from the scene. Can this traumatic experience be brought to end for me. How long should I re-live that horrific day. But I have learned that they don't care about me because i could have been injured/dead together with those i was with clearly they only care about my premiums only. They debited me while I have active claim 24 days later they debit me. I have been calm all these days ,i don't want to change but I think I should be dramatic and use swear words maybe my claim would have been resolved I'm disappointed to say the least about them. They don't even deserve rating of one I'd rate them negative 10 out 5 that is how bad of service they provide