Deeply disappointed and disgusted

A call center agent picks up my call and gives authorization for my car to be towed, 2 weeks later my insurance company could not trace the call or auth number to the towing... I am deeply disappointed although they are covering half of the fee that I have been charged...I have already paid my excess of R3,000 and I do not have the other half to cover the other towing charge. We are told all calls are recorder, why cant they trace the call which was made on that date requesting authorization? I have a bag of witness on my list who are ready to testify that authorization was given and they will vouch for me hearing me verifying my details while I was strapped in an ambulance, why didn't he log the call on my policy? Why should his incapability to do his job cost me R4,000? why cant they take trained stuff to do the work?