My first car insurance nightmare

I bought my car on the 18 September took the insurance with 1st for woman.. The lady at the call centre told me I had to take the car for inspection in 2 weeks time. On Thursday afternoon on the 20 September I got involved in an accident.. I went to hospital as soon I was discharged the next day I phone 1st for woman to submit a claim. The consultant told me someone will be assigned to my claim and will phone me back. I waited for a week and nobody phoned me. Then I decided to phone that's when I was told my car is a write off. That was devastating worse to find out like that as heart breaking. I assisted on being put through to the consultant handling claim Lerato Molebatsi. Whom couldn't talk to be but ask the call centre lady to me why didn't take the car for inspection, I told the lady I was planning cause the lady whom I spoke to said I can take the car on within 2 weeks, the lady I was speaking with said oh yes the car was still within 14 days. She said she will write that down for Lerato to see. Later that afternoon Lerato finally calls and ask me the same thing I already told the other lady. Now lerato tells me that the car needed to be taken in for inspection within 2 days which is redicoulous. ( if you planning to take car insurance with them clear your schedule to take the car in within this time frame, time frame that is not stated anywhere in their documents) None the less Lerato promised to get back to me last week Thursday because now he needs to the recording to verify if the call centre lady said 2 weeks. But from the time I took the insurance and the time I got the accident I was still within the 2 days still. This is a very traumatic experience for me and first for woman made it worse. No communication at all. You wait wait wait. I have sent email to their service department. No response.