Might aswell not have insurance

I hit a dog with my car on 25 Des 2018. We phoned Dialdirect to tow the vehicle since the radiator was damaged. The towing company informed us that the vehicle can not be towed to our residential address, it had to go directly to the insurance yard. However on the 28th of Des 2018 we still had no response from the insurance. We phoned them on that day and they said the vehicle was towed to the wrong yard and was only towed to the insurance yared on the 28th Des 2018. However on followup calls to the insurance they informed us they can’t assess the vehicle as it has not been towed to there yard. On more inquiries the insurance company stated they will phone back as soon as they find out what is going on as no claim is sepose to take this long. It has now been 21 days and 12 business days without any response from the insurance company. All communication thus far was from our side. The insurance company has not contacted us even though they keep on saying they will get back to us.