Poorest service ever!

I drove over a pothole and called my insurance the day when the car started to give me problems. It didn't even take them half an hour to come to my car. That was on the 26th of April. I was informed that the assessment will take about 48hrs which i thought by Friday i would have an answer seeing that they took the car after 9am on the 26th cause i was on my way to work. Friday. No response from the insurer. Called on Monday, they cant assist because it was a public holiday. Called Tuesday, again. I was informed thay they will tow my ca back to my house. I told them, im booked off sick till Wednesday please get the car home by Wednesday, i was told they'll give me a call to find out if im home. Wednesday, nothing. Thursday i got to work, called them and then one of the agents said no they're waiting for authorization. I told him please bring my car to my work place he even asked of he can get road side assistance to help me change my tyre i said yes. It's Friday i still dont have my car and this is just for a bend wheel. A whole week for a bend wheel? It takes them half an hour to come fetch the car and over a week to bring it back? If this is not poor service then i dont know. And yet, no one has given me any feedback. I have to call them to ask for feedback.. If this is ths process of a bend wheel then i dont know what will happen if i get into an accident!!!