Very Unprofessional Consultants With Too Much Lies

I am not happy with how 1st for women is treating me, I was involved in a car accident on the 17th of March and the car was only ready on the 23 April, so after fetching my car from the panel beater I have realized that my personal items were missing I then contacted the 1st for women to lodge a complain and the lady I spoke said I will get a call in 48hrs which I never did, I phoned back on the 29th of April for a follow up and spoke to a different lady who told me that the case was closed and she can't tell me the reason of why it was closed. I want my personal items back it might means nothing to you but it means something to me, what the point of having insurance if when I lodge a complain is being ignored and I'm being taken for a ride. How do I trust this Insurance bare in mind that when I asked if I can be dropped off at my work place in Pretoria the lady who registered was assisting and arranging the towing truck said Pretoria its far so I didn't have a choice but to leave my personal items.