Terrible service and customer care

I have been driving for over ten years and have never had an insurance claim. On Sunday evening on my way back to JHB, my car was damaged due to protest action - myself and 3 other vehicles went over truck tyres that were thrown into the freeway. The initial person I spoke to regarding towing etc was great, explaining that since it is a Sunday, the claims process can only start on the monday. He explained that dial direct will contact me for the AR number. After not hearing from dial direct for the entire day on Monday, I decided to call myself on Tuesday where I was told that someone would have contacted me eventually for the AR number. After explaining that I am now missing work since I cannot get to JHB without my car, the lady I spoke to took all the details, including the AR number. Yesterday was a public holiday. Today I call to find out of the assessment has been done, and an extremely rude woman tells me that the assessment has been done but the assessor is in hospital with his son. Now I am not unreasonable or cold hearted, I also have children. But surely, there is more than one assessor who can expedite this process if one is busy with family matters. The panel beaters (affiliated with dial direct) have no idea if the car has been assessed or not. Dial direct say it has been, but due to personal issues on THEIR side, I now have to wait. The service has been painful and unhelpful.