Very Terrible Customer Service

I logged a claim on the 19th of December 2022, I clearly informed them that the car can not be driven since the radiator is leaking, 3 days down the line an assessor calls me asking if I can drive the vehicle to them so they can assess it, when I stated that I wont be possible, they told me I had to wait for a week for them to tow it. I had to call the insurer to push for an early date (vehicle was towed on the 23rd) and also informed the I will need to use the car hire I opted for when I took out the policy, I was asked a few questions and got told that I should expect a call from a car rental agency. Post this, I received no communication of any sort until I called in on the 31st, vehicle was still being assessed and the car hire request was not done. I had time be on a call the insurer for more than a hour so they can figure out what went wrong then they filled another request for the car hire and promised that I will get a call to arranged for pickup on the day or the next day. No communication received from the insurer or the car rental until I called the car rental company on the 2nd of January 2023. The car rental company informed me that no bookings or any communication relatrd to my claim has been logged. The process is very stressful and energy draining. I would not recommend it to anyone even at gunpoint.