OLD MUTUAL INSURANCE - COMPLAINT

I'm an existing old mutual insurance customer with house and car insurance, the premium for the insurance is deducted every month on the last day of the month. Now that I want to put in a claim because of an accident on my car, they can't pick me up on their system all of sudden, but I have a policy number and everything. This is totally unacceptable, now I can't put in a claim because I must wait until a Manager can assist them to find me on their system. I am furious!!! Quick to take the premium every month but they can't help me.