Horrible support & service after paying for 7 years with no claims

I have been paying without fail for over 7 years. Now I have a claim for the first time and I am receiving the worst service. They towed my car - no one seems to know where it is. I'm told to register a claim, phone drops and they say they'll call me back and never do. Been on the phone the whole day - moved from one department to the next. I need my car back please. I dont even need this claim anymore. Its more expensive to not know where the car is and when I'll get it.