Bad customer service

So I registered a motor vehicle accident claim on behalf of my elderly mother on the 12th of February 2022, the vehicle was towed from our home to the insurances designate location , there hasn't been any feedback since then, I then call on the 16th only to be told that no claim has been logged on the system, so how do they tow a vehicle and not send it for assessment , is the client reasonably expected to tell the insurer what they ought to do do after a vehicle is towed?