Dotsure vehicle insurance issue NYP

I submitted a claim for my vehicle to Dotsure on 4 September 2023. On 5 September I received an sms stating that Sisanda Smile is my appointed claim handler. I received a call on that same day that I will be called back within the next 24-48 hours. I was however only contacted on the 12th after various phone calls and emails from my side. During this phone call Ms. Smile assured me that the transportation of the vehicle shouldn't be concerning to me since it will be handled by Dotsure. On 15 September however another lady called me and indicated that the assessment is done and that I should be expecting the release of my vehicle by the 18th. She also stated that I should get the car by myself when it's released which was contradictory to what was previously discussed. On the 19th Ms. Smile called and indicated that the release letter was sent and that I will be contacted by a Leticia and apologized about the transportation issue. Up to this date I haven't heard back from them and their lines are always busy. I am seriously at my wits end with this. I have been with Dotsure since 2018 and if this is the type of service they provide to loyal customers I do not want to know how new members will be treated. This whole issue is extremely frustrating.