Very bad service from Discovery Insure

I wish to complaint about poor service from Discovery Insure. On Thursday 16th of August someone broke into my car and tried to ***** it. It was rendered undrivable when the police arrived at 14.00. I called Discovery Insure to help with towing and lodge a claim. They repeatedly told me that they would call me back with information regarding the tow company. The tow company only came to me around 16.30 and after repeated calls. Later that day I lodged a claim with and obtained above claim number. On the 21st of August I was contact by same person and told that my claim is in progress (whatever that means). On the Thursday 23rd I sent an e-mail enquiry, but received now response until Monday the 27th, when I was told that an assessment still has to be done. I am incurring costs because I am dependent on the vehicle for work and conduct my work trips. My children have difficulty getting to school. Are they just innocently shoddy or there is collusion between the insurer and the person fixing the vehicle to inflate costs by charging storage fees?