Still Waiting

My car had an issue on Monday. I had it towed. Monday I tried calling Dotsure, but couldn't ge through and left a message. Tuesday no responses so tried the website chat which was very effecient and got an agent to call me in under 5 minutes. They said I would get an sms with my claim details... nothing arrived. I did find out what to ask the mechanic for in terms of paper work - which I did and he sent through on Thursday (Wednesday was a public holiday) I sent an email to claims - no response, another email, no response. On the site they chatted to me again saying an agent would call. Friday I have tried to speak to someone to find out what to do. My car is ready but can't be fetched without payment. I have no idea the process or turn around time as this is my first claim. Now it is the weekend. I am still waiting for the agent to call and have no idea what to do