I dont feel like a valued client from Dial direct

Had an accident last week, my car was towed by first help and the dial direct consultant spoke to the guy who towed my car and I believe he gave them everything they needed, but now they say they dont know where they towed the car to, now I must be the one making calls and getting all the information for them and till now an inspection hasn't been conducted on my car. The people from Renew it even called me and asked what is happening, and even after I gave them the case number and everything they needed they still want the details of the person who caused the accident from me,what am I paying these guys for ?