Insurance claim problem

Bad service, hit a pothole Friday 13/11/2020 two tyres damaged front right and bright rear. Car was towed to Renew it Bedford , was getting car hire but was never delivered by Europe car in Meadowdale was told by Wesley the manager he had no drivers, was told could get car on Saturday morning to which I declined. Phoned Dialdirect to find out the outcome of my vehicle claim only to be told had not been accessed until Tuesday 17th November, have phoned dialdirect numerous times no report from accessor to-date. I have been phoning from my cellphone daily to which I don't have a response. Have never claimed in years. Received a payback bonus in July 2020. Please can I get feedback soonest. I can be contacted on *** or ***. Told them that I'm going to reverse the debit order end of this month. Then they can run after me for payment. Frustrated more than ever. Please help with the way forward. Regards, Maria Jorge