No communication from the insurance

As a female in South Africa insured with First for woman i believed i was in good hands but they have proved me wrong. I was involved in an accident on Sunday 14th and it was caused by an attempted hijack. A friend who was driving his car at a distance realized that i wasn't following him anymore and made a u-turn to come back to me and only then he realized what had happend. I didn't have my phone as the items from my car was ****** and i didn't have a phone. I used my friends phone to first call the cops and he helped to bailed out my phone from the guys who stole it and they were first at the scene. I then was able to call the insurance with my phone to come and tow my car. I have never been in an accident and i was hurt and scared that i had almost lost my life, the hijackers would have done something to me. I asked the insurance consultants questions and none of those questions were not answered and i asked to speak to the manage and still my questions were not answered. I asked them to send the tow car because i didn't have an option. The car was towed and I went to the police to make an accident report. Which was done. Monday 15th I received an sms from the panel beaters about the whereabouts of my car and the same Monday i logged a claim and went to see the doctor. I only received an sms informing me that the assessment will be done on the 18th. Friday the 19th i received a call from the assesor asking for witnesses and their contact numbers and the whole story all over again, which i did with no issue. That was the last time i heard from them. The assessor only fetched my accident report on the 23rd. On the 25th i then called the panel beater to find out if the assessment was carried out only to be told that my car is no longer with them and it was moved. I then contacted the insurance only to be told that my vehicle is written but my claim is pending. The consultant couldnt give me much information because of there were not enough notes left on the system. Only on the 29th i was told that the witnesses were contacted and there's an issue with my claim because he thinks i was intoxicated due to how i sounded over the phone when calling the insurance, and i found this to be absurd. I was scared for my life and in shock. My issue are, the insurance is not contacting me,I do not know the whereabouts of my vehicle nor the reasons as to why it was written off or was provided with any documentation for explain all of this to me.The same guardian angels that are suppose to be protecting us and not doing so.