Claims department is uninterested and useless!

If I could give 0 stars for the claims department I would and -1 stars for their terrible app. I was in an accident on 16th May, I used their app to lodge the claim, received an email on 19th May to say it's in process. On 20th May my claim was finalised on the app. I called to follow up and was told the claim is not on their system and had to restart the process again! I was told on 20th May the tow department received my request to uplift the car and it will be collected within 24-48hrs. It's been 3 days (23 May) and still no contact. I called to find out why it's taking this long and was told the request was only put in on 22 May! 48hrs my ass!!! Terrible service!!! The consultant didn't even give a damn about the sloppy service nor was she able to give me a reason for the delay. Is this how you treat your customers??!!