Negligent Service(Disregarded Claim)

I got involved in an accident on the 25th of December 2016, and reported the accident after I was discharged from hospital 3 days later. I had took my vehicle via Nedbank and their broker Innovation Group. The first 3 weeks was hell on earth as their consultants told me the claim wasn’t valid until I take the car from where it was towed to, I eventually wrote to the ombudsman and Hello Peter then they called back and apologized saying they’ll pay for tow and assess the car. Up until today it has been void and null, calls not answered only an sms on Tuesday the 2nd of January 2018 saying they have assessed it but nothing more. I’m growing with frustration as it is. This is poor service!