Frustrated by the Dial Direct Claiming process

I had an accident on the 26th of October and my car was towed away by a dial direct approved tow car/truck and I also received an SMS confirming that my car was with Dial direct. On Monday the 28th I was called by a dial direct consultant/investigator for submission of the claim and details of the event and also provided him/her with a case number/accident report number from the police station after that there was no communication with regards to my claim and I was not kept up to date with what was happening with the claim I had to call everyday and buy airtime to get the same response 'your car is being assessed the Investigator will call you'. I'm currently driving a courtesy car that I will have to return next week Wednesday, my place is not a walking distance to work nor is it a taxi route.

On 5th of November the Investigator calls me, hearing he was calling from dial direct I was a bit relieved thinking he was informing me about my claim and that my car is being fixed but to my surprise I was asked more questions about the day of the accident, I was asked to provide cellphone numbers of everyone I saw on that day, who I met with, where, what did we order to eat, what I was doing from the morning until the time of the accident....etc without realizing or being told that I was under investigation and this was a clear indication that my car is nowhere close to being fixed and no sympathy of the trauma that I have experienced considering that it's my first car and first accident on the road. What worse is I've even sent an email to dial direct and there has been no response or follow up.

What is really frustrating is that I cannot even focus at work and I am an Auditor dealing with figures and documents everyday but the only thing I'm thinking about is my car, I pay premiums, credit shortfalls every month, there was never an instance where I missed a payment or where my debit order bounced but when it time for dial direct to keep they end of the deal I'm being frustrated, stressed and the only thing I should be stressing about is my excess. I even regret changing from 1st for Woman to Dial Direct. If I'm stressed out and frustrated by the entire process than what is the purpose of having insurance?